Associate Manager - Customer Care

Majid Al Futtaim; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading retail company in Dubai is seeking an Associate Manager for Customer Care. The role involves enhancing customer experiences across various communication channels and managing a team of representatives. Candidates should have 3 years of relevant experience and possess excellent communication skills in both Arabic and English. This position offers a vibrant work environment and the chance to be part of a growing organization.

Benefits

Positive work environment

Opportunity to join a market leader

Collaborate with a diverse team

Qualifications

• 3 years of experience in customer service, preferably in the retail industry.
• Ability to demonstrate a high level of technical ability and achieve results through influence.

Responsibilities

• Ensure an outstanding shopping experience across communication channels.
• Deal with difficult customers professionally to achieve positive outcomes.
• Achieve sales targets by maximizing customer contact opportunities.
• Train and coach customer care representatives.

Skills

Communication skills

Problem-solving

Technical ability

Education

Bachelor's degree in Business or related field

Job description

JOB TITLE

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

ROLE SUMMARY

The Associate Manager - Customer Care is responsible for providing superior quality capacity management and support for the customer care representatives to reach their service levels 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 thorough 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 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 or any related field
• 3 years of experience in customer service and preferably in retail industry
• Excellent communication skills. You must be able to display the highest levels of accuracy (spelling, grammar, punctuation, and pronunciation) in both languages’ Arabic and English; verbally and written.
• Able to demonstrate a high level of technical ability
• Ability to achieve results through influence and problem solving

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 is excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.