Customer Experience Specialist Al Futtaim Group Dubai

  • Full time
  • Dubai, UAE
  • Posted 2 weeks ago
  • 12000-18000 AED / Month

Al Futtaim Group

Al Futtaim group in Dubai is looking to hire a Customer Experience Specialist to join their team. It was 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 A”rab 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 organization to continue to grow and expand; responding to the changing needs of their customers within the societies in which company operate.

Responsibilities of Customer Experience Specialist

The responsibilities for the said job are as following.

  • Coordinate with vendors/ service partners to resolve all account issues and escalate all unresolved issues to management.
  • Perform assessment for all complaints and recommend required action for same and assist management to resolve all issues efficiently. Coordinate with external vendors to resolve all issues and provide appropriate response to all AF CEC complaints.
  • Prepare required reports for resolutions provided, maintain records of all status and develop and maintain professional relationships with all customers and internal Stakeholders.
  • Support in establishing QA process with Service Provider that targets improvement on Call/Email handling and quality of service provided. Monitor VOC & NPS results to target problem areas within the Engagement Center & to highlight system inefficiencies to respective brand stakeholders.
  • Provide training for new SOPs and Brand Updates as needed.
  • Support in CX initiatives and project launches.

Requirements of Customer Experience Specialist

The requirements for the said job are as following.

  • Diploma /Graduation.
  • 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.

Skills and Knowledge Desired

  • 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

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