Associate Manager - Customer Care

JOB TITLE

Associate Manager - Customer Care | MAF Retail | Head Office UAE

Role Summary

The Associate Manager - Customer Care is responsible of providing a superior quality capacity management and support for the Customer care representative to reach their service level in a cost-effective way. The role holder should be a ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with the internal and external customers.

ROLE PROFILE

• Ensure you deliver an outstanding shopping experience to every customer contact via any offered communication channel (walk in, phone, email, online chat)
• Always deal with the most difficult customers in a quick, willing, and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems.
• Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels.
• Carry out a through Brief and Debrief with the Intern daily at the start and end of each shift to ensure that any follow up given, have been actioned. Check the understanding of any new procedures or updates with the team.
• Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts
• Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.
• Adhere to the schedule and the forecast given by the management.
• Train and coach, the representative to deliver the best experience to the customer.
  
  

Requirements

• Bachelor's degree in Business o any related field
• 3 years of experience in customer service and preferably in retail industry
• Workforce planning & scheduling
• Queue management and service-level optimization
• Process improvement (e.g., Lean, Six Sigma concepts are a plus)
• Data-driven decision-making using reports/dashboards
• Proficiency with Excel/Google Sheets, reporting tools, and dashboards
  
  

What We Offer

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.