Customer Experience Specialist | Al Futtaim
Company Name: Al Futtaim
Qualification: Masters & Bachelors
Location: Dubai, United Arab Emirates
Salary Range: 5,000 AED – 6,000 AED
Company Size: 500 – 1000 Employees
Other Benefits: Medical Insurance | Bonus
Employment: Full Time
About Company
We are the one-stop shop for today’s savvy property investor looking for the best property investment opportunities in the world with no boundaries. Our companies goal is to be the market leader for UK and overseas property investment by developing an unparalleled global portfolio of secure investment opportunities delivered with a property investment advisory service second to none. Our property investment opportunities are geared towards the arm-chair property investor.
All of our opportunities are structured in an ‘Investor-Friendly’ configuration, delivered with turn-key management solutions giving you the peace of mind that you can sit back whilst your investment delivers a residual income and capital growth.
Job Description/Role
What you will do:-
Manage and Resolve all Voice related account issues
- Coordinate with vendors/ service partners
- Manage Various Logistics Processes
- Escalate all unresolved issues to management
- Closure within SLA
Customer Engagement Center
- Perform assessment for all complaints and recommend a required action.
- Assist management to resolve all issues efficiently.
- Coordinate with external vendors to resolve all issues and provide appropriate response.
Reports
- Prepare required reports for resolutions provided.
- Maintain records of all status, develop and maintain professional relationships with vendors and internal stakeholders.
QA Process
- Support in establishing QA process with the Service provider that targets improvement on Call/ Email handling and quality of service provided.
- Ensuring a desirable agent NPS is consistently maintained on the voice channel.
Training
- Provide training for new SOPs and Brand Updates.
- Oversee complaints and request tickets received for all Retail brands.
- Support in CX initiatives and project launches
Required Skills to be successful:
- Minimum Experience and Knowledge: 4+ Years of experience in Customer Experience field from a Retail industry.
- Proven experience in customer service, support, or a related role. Knowledge and experience in CRM software.
- Ability to maintain a global mind set with strong collaboration approach with peers and stakeholders
- Flexible and able to adjust to changing priorities or requirements in a fast-paced environment
- Great organizational and time management abilities
- Strong communication and interpersonal skills.
- Business acumen & market understanding
- Problem Solving
- Analytical Skill
What equips you for the role:
- Diploma /Graduation
- 4-5 years of experience in similar field.
- CRM system
- MS Excel, PowerPoint and Outlook knowledge