Customer Service Associate Manager, Majid Al Futtaim UAE

Majid Al Futtaim (MAF) presently has a job opening for eligible candidate for position of a Customer Service Associate Manager in UAE. MAF is an Emirati holding company based in Dubai, UAE. It owns & operates shopping malls, leisure establishments and retail in the MENA region. The group was established in 1992 and manages three major operating subsidiaries, Majid Al Futtaim Ventures, Majid Al Futtaim Properties and Majid Al Futtaim Retail. MAF Retail establishes and manages supermarkets, hypermarkets, fashion and specialty retail stores. The company has over 40,000 team members in 15 International markets representing over 100 Nationalities – all keeping the customer at the heart of everything they do.

Job Purpose of A Customer Service Associate Manager

Driving the establishment and maintenance of standards in the Customer service and non customer service executions across our malls in all our markets.

Duties of A Customer Service Associate Manager

• Foster a positive and supportive work environment that encourages teamwork and individual growth through coaching, personal development, and feedback.
• Supervise a team of quality team, setting performance goals and adjusting team structure and the customer experience function.
• Work closely with the operational team to closely monitor performance and feedback to implement improvements based on customer, team, and stakeholder feedback.
• Lead overall Quality program and execution across the full Shopping Malls business unit.
• Drive the Training and development of the full Customer Service team across Shopping malls business unit.
• Leading the Call-centre Lead the Call centre team strategy, structure, and operational results with the Quality team.
• Lead the comprehensive Customer Service Management Strategy / Program including guidelines, setting service level standards and detailed procedures manual for the SMBU.
• Own the refinement and execution of SMBU Customer Service Manual which fully encompasses job requirements, detailed procedures, and mandatory control measures to be followed by the Customer Service team.
• Ensure that the Customer Service Manual always supports equivalent to a 5-star customer ethos  is followed by all stakeholders.
• Work closely with Customer Experience team and key stakeholders to co-design, structure and audit key services within the overall customer journey.

What You’ll Do More?

• Act as the custodian of the Customer Service Protocols, Processes and Procedures and review/approve all changes and improvements.
• Responsible for identifying and implementing innovative ideas / measures to continuously improve and enhance the customers experience.
• Identify and develop new service opportunities in all SMBU’s customer touchpoints.
• Track customer experience improvement seeking activities to evaluate success or failure on Net Promoter Score NPS.
• Participate in the Customer Experience organization, helping to gather cross company feedback and initiatives.
• Assist in mapping customer journeys and using route cause analysis to monitor, execute and develop continuous improvement plans.
• Represent business unit and lead on the development of cross-functional strategies to improves the Customer Experience.
• Lead in the performance analysis and reporting by monitor key performance indicators (KPIs) related to customer service.
• Analyze data and generate reports to assess the effectiveness of customer service strategies and identify areas for improvement.
• Present findings and recommendations to senior management, highlighting opportunities to enhance service performance.

Who Can Apply?

Qualification

• Bachelor’s degree in Business Administration / Marketing / Communications / PR or equivalent.

Experience

• Experience of 8+ years in managing people in Customer Service or Quality. 
• Experience in all aspects of Customer Experience/Service Operations and Projects Management in a highly dynamic driven industry.

Manager Customer Lifecycle & Automation, Majid Al Futtaim UAE

Tagged as: Associate Manager