Customer Case Manager - AF Motors - HO

Al Futtaim Group

UAE

Ref: HP698-9452

Job description / Role

Employment: Full Time

Al-Futtaim Automotive occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute totheir brands worldwide growth.

Al-Futtaim Motors occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute to Toyota's worldwide growth.

Today, Al-Futtaim Motors is synonymous with Toyota and Lexus, which enjoy undisputed leadership in the UAE in terms of the largest number of vehicles on the road. Besides Toyota, we also hold exclusive franchises for some of the world's top automobiles and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries and many more.

Reports to: Customer Care Manager / Head of BDC
Direct Reports: 2
Department: Customer Relations Department
Location: Call Center - SZR

Job Purpose:

To provide full support to the Customer Care Manager in the following:

* Investigating and resolving customers' concerns, (97% without escalation) at call center level.
* To analyze complaint trends & proceed with active meetings with relevant department managers to put in place Kaizen measures for improvement on monthly basis
* To Review and improve at least one customer facing process per quarter in cooperation with the Branch or the workshop manager (or assigned associate), this process will include Showroom, Workshop, Parts and any other departments required and should target to impact Customer Engagement positively.
* To be the main contact point for the MOE while ensuring through follow up for all MOE cases
* To be the main contact point for Legal cases
* To be the voice of the customer within the company

Description:

* Driving negotiations with customers with regards to compensations or good wills
* Manage and resolve Customers feedback and complaints
* Report and document all interactions with customers
* Promotion of Kaizen activities to understand the root cause of complaints and promote counter measures
* Interfacing with 3rd party institutions such as Ministry of Economy, Dubai Police, RTA and courts to negotiate and influence decisions on customer cases
* Sourcing information on competitor models and processes to assist in the production of relevant training materials for the Magic Moments program
* Managing courtesy cars for customers

Job Context:
The department acts as the focal point to continuously promote the concept of CS among staff and upgrade the level of services offered by the Company. A close liaison is maintained between all departments and all personnel are involved in the process to create a Quality Service Culture. A close watch is kept on the services of the competitors and the company is kept ahead of the market. Every tool of communication is used to promote company's competitive edge in its services. The Department lays down the basis for improving the quality of customer service in all departments, and creating customer loyalty - essential for the medium to long term success of the business.

Requirements

Minimum Qualifications and Knowledge: University Graduate, basic technical understanding of automobiles

Minimum Experience: 2-3 years relevant experience (customer service manager in automotive, banking, finance, or technical experience with customer facing role in automotive industry)

Job-Specific Skills: English and Arabic skills are essential, other language skills are an advantage
Technical knowledge of automobiles, negotiation and influencing skills

Behavioural Competencies : Leadership, negotiation and influencing skills, conflict resolution, ability to think clearly under pressure, ability to take decisions and follow through

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.

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