UAEN Call Centre Assistant
4 days ago
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
Overview of the role
Ensure a seamless customer journey by offering a hassle-free, consistent, inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. This includes in particular:
Build and retain a long-lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth.
What you will do
PERFORMANCE MANAGEMENT
- Ensure that all cases are accurately raised in CRM for follow up and accurate data recording.
- Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received.
- Follow department action plans to ensure an improved customer experience and a constant approach.
- Work towards achieving first call resolution by finding and offering a solution to the customer.
- Communicate with all customers in a positive, friendly and empathetic manner to provide a consistent meeting with the customer.
- The transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back through the driver's tablet.
PEOPLE
- Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved.
HEALTH AND SAFETY
- Follow all guidelines and SOPs set out by the health and safety department to ensure a safe working environment.
- Report any risks, hazards and unusual activity to your senior or manager immediately.
COST CONTROL
- Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency.
BUSINESS PLANNING
- Follow the department business plans and action plans as agreed by the department management team.
Required skills to be successful
- Analytical Skills
- Effective Communication
- Interpersonal Skills
- Strong people and time management skills.
What equips you for the role
- 2-3 years experience in a similar role.
- Call centre experience working with Genesys/CRM systems is an advantage.
- Retail background.
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