Associate Manager - Customer Care

Majid Al Futtaim; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the UAE is seeking an Associate Manager for Customer Care to enhance the customer experience across multiple channels. The role involves managing customer interactions, leading a team, and utilizing CRM systems to improve service delivery. Candidates should have relevant experience in retail or customer care and be proficient in both Arabic and English.

Benefits

Friendly work environment

Diverse workforce

Growth opportunities

Qualifications

• Experience in retail or customer care, preferably in a contact center environment.
• Bilingual in Arabic and English.
• Ability to manage high volumes of customer interactions.

Responsibilities

• Deliver exceptional customer service and resolve complex interactions.
• Train and manage customer care representatives.
• Monitor social media trends for customer engagement.

Skills

Customer service skills

Communication

Problem-solving

Team leadership

Education

Bachelor’s degree in Business Administration or Communications

Tools

CRM systems

Contact center systems

Job description

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

ROLE SUMMARY
The Associate Manager 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. Ultimately, he/she should be able to act as the face and voice of Carrefour Brand and manage all customer interactions.

ROLE PROFILE

• Deliver exceptional customer service across all communication channels by adhering to Customer Care Department standards and ensuring a personalized shopping experience.
• Handle complex customer interactions with professionalism, aiming to resolve issues efficiently and turn challenges into positive outcomes.
• Achieve sales targets by leveraging product knowledge and maximizing every customer interaction to drive cross-channel sales.
• Lead daily briefings and debriefings with interns, ensuring clear communication of updates, procedures, and follow-ups while fostering a motivated and focused team environment.
• Utilize CRM and e-commerce systems effectively to manage customer interactions, maintain accurate records, and support seamless order processing.
• Collaborate with internal departments to resolve issues impacting customer orders or returns, ensuring a smooth and consistent customer journey.
• Train, coach, and manage representatives to uphold service excellence, identify development needs, and cultivate a culture of continuous improvement.
• Monitor social media trends and generate weekly insights reports to inform customer engagement strategies and enhance service delivery.

REQUIREMENTS

• Bachelor’s degree from a recognized university, preferably in Business Administration, Communications, or a related field.
• Previous experience in retail, or customer care, ideally within a contact center environment or FMCG sector.
• Excellent verbal and written communication skills in both Arabic and English, with strong attention to detail in grammar, spelling, and pronunciation.
• Proven ability to handle high volumes of customer interactions while maintaining service quality and professionalism.
• High level of technical proficiency with CRM and contact center systems, and a strong understanding of customer service best practices.
• Self-motivated, energetic, and flexible team player with demonstrated leadership skills and a proactive, problem-solving approach.

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.