Area Manager – Customer Care

Alshaya

Abu Dhabi , UAE

Ref: GP435-2539

Job description / Role

Employment: Full Time

The Division:

Human Resources
We believe that the strength of our company comes from within. Our workforce is focused, dedicated, and trained to the highest industry standards. By selecting the best people, providing resources, opportunities and direction as well as our own ongoing training programmes, you can be sure that customers receive the highest levels of service.

Our dedicated multi-national workforce offers a rich variety of backgrounds and culture. Pooling the resources of such a diverse and talented personnel base gives us tremendous advantages when it comes to understanding the requirements of our customers. Currently, our employees are a mix of more than 80 different nationalities; our management team has expertise with major brand names in the retail industry all over the world.

This ability not just to offer the best brands and products, but also to understand the needs and desires of a particular market and our customers' expectations that is key to our success.

The Role:

The Area Manager supervises all relevant matters relating to the Service Quality & Customer Care division performance, recommending improvements to enhance service quality standards and to ensure the divisions success.

Responsibilities:

* Coordinate with other customer contact areas in the division and pays personal attention to customer grievances in order to initiate effective re-dress of complaints.
* Conduct and creates training modules for Service Quality & Customer Care related programs.
* Prepare reports/business plan and conducts presentations relevant to the functional area for senior management in order to provide appropriate management information.
* Recommend improvements for the purpose of achieving customer satisfaction.
* Evaluate cost and quality of service by analysing results of mystery shopping program.
* Business travel within and around the Middle East
* Make store visits on a regular basis

Requirements

Skills & Experience:

* 5 years experience in customer relations within retail and consumer market positions.
* Fluent in English and Arabic language.
* Excellent Interpersonal and analytical skills
* Persuasive & creativity an asset
* People oriented

About the Company

As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.

Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.

Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.

From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.

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