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Customer Experience Specialist

2 months ago

Dubai, Dubai, United Arab Emirates Al-Futtaim Full time
About the Role

As a Customer Experience Specialist at Al-Futtaim, you will play a vital role in ensuring a seamless customer journey by providing a hassle-free, consistent, inspiring, and rewarding customer experience with great quality for all non-face-to-face contacts.

Key Responsibilities
  1. Customer Relationship Management: Build and retain long-lasting relationships with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit, contributing to commercial growth.
  2. Performance Management: Ensure that all cases are accurately raised in the Customer Relationship Management (CRM) system for follow-up and accurate data recording.
  3. Customer Complaint Resolution: Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received.
  4. Process Improvement: Follow department action plans to ensure an improved customer experience and a constant approach.
  5. First Call Resolution: Work towards achieving first call resolution by finding and offering a solution to the customer.
  6. Communication: Communicate with all customers in a positive, friendly, and empathetic manner to provide a consistent meeting with the customer.
  7. Transport Management: Monitor the transport management system and contact customers when delays are expected or when customers have requested a call back through the driver's tablet.
People Management
  1. Scheduling and Workload Management: Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience are improved.
Health and Safety
  1. Compliance: Follow all guidelines and SOP's set out by the health and safety department to ensure a safe working environment.
  2. Risk Reporting: Report any risks, hazards, and unusual activity to your senior or manager immediately.
Cost Control
  1. Operational Efficiency: Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency.
Business Planning
  1. Departmental Alignment: Follow the department business plans and action plans as agreed by the department management team.
Required Skills
  1. Technical Skills: Excel and computer literate.
  2. Cognitive Skills: Thinking and analytical skills, effective communication.
  3. Interpersonal Skills: Interpersonal skills, strong people and time management skills.
  4. Problem-Solving Skills: Problem-solving skills, confident.
What Equips You for the Role
  1. Call Centre Experience: Call centre experience.
  2. Retail Background: Retail background.