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 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 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.
- 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
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
Customer Experience Specialist Dubai Municipality
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