Customer Case Manager - AF Motors - HO

Al Futtaim Group

UAE

Ref: HP698-9758

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
Direct Reports: Customer relations executive
Department: Customer Services
Location: CR department

Job Purpose:

* To provide full support to Al Futtaim Motors customers and the customer relations team in the following:
* Being the initial escalation point from front line customer relations executives (gr 10)
* Making decisions about good will spend and alternative solutions for customer complaints
* Being the an initial point of contact between AFM and Government Authorities (e.g. Ministry of Economy's Consumer Protection Department, Courts, Police etc)
* Being the an interface between AFM and TMC Customer Relations Department
* Liaising with the National Service Division for technical input to resolution of customer complaints
* Creating corporate trust based on integrity and fair handling of all enquiries and complaints
* Providing relevant information in reports from SAP to the Customer Care Manager
* Sourcing information on competitor models to assist in the production of relevant product knowledge training

Description:

* Making decisions on goodwill spend or vehicle changes due to defects (in consultation with customer care manager and GMs)
* Complaint resolution and decision making on customer requests for good will
* Handling of call center staff for the customer care centre
* Promotion of Kaizen activities to understand the rootcause of complaints and promote counter measures
* Sourcing information on competitor models and processes to assist in the production of relevant training materials for the Magic Moments program

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: 4 - 5 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 another language skill (Arabic, Urdu, Hindi, Tagalog, Farsi etc) are essential. 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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