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Job description / Role
Customer Service Specialist - Corporate Customer Service - UAE
Customer Service currently operates in ten countries across the Middle East and North Africa and works closely with colleagues in Russia, Turkey and Central Eastern Europe to help build consistent customer service standards and experience across Alshaya.
The Customer Care Team ensure great customer service is at the heart of Alshaya's business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed. In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.
As a Customer Service Specialist you will be responsible for identifying training needs, as well as managing, coordinating, and planning Group Customer Service training programs to support organizational goals. You will be expected to maintain up-to-date records in personnel and electronic files for all training delivered, and prepare and conduct evaluation surveys to identify the effectiveness of training programs both during and after training sessions.
Other responsibilities will include:
* Designing, implementing, modifying and administering GCC reward programmes
* Building an E-Training library for Group Customer Service teams consisting of training presentations, videos, articles, e-books, newsletters, websites etc
* Recommending solutions for performance issues and potential areas of training based on historical SHOPPIE data in-line with requirements of brand & support function teams
* Maintaining strong relationships with key piers such as HR, Learning & Development and Brand Training Managers to further strengthen the efficiency of the Training Unit.
Requirements
* A Bachelor's degree in a customer service-related field
* Minimum 3-5 years of related work experience
* Excellent knowledge of MS Office programs and functions.
The ideal candidate will also be knowledgeable about photo and video editing software and techniques, and should also be excellent at preparing and delivering PowerPoint presentations.
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.