Customer Service Supervisor – AFGRE

Job description / Role

About Al-Futtaim Group Real Estate (AFGRE)

Al-Futtaim Group Real Estate (AFGRE) is the real estate development and operations arm of Al-Futtaim group which is headquartered in Dubai. AFGRE is responsible for the origination, conception, development, procurement and construction of mega projects and the leasing, sales and operation of these projects after completion.

In addition, AFGRE develops and operates an extensive multi-million dollar portfolio of individual corporate real estate and investment assets across the MENA region.

The two current flagship mixed use urban communities under the Festival City brand are the award winning, Dubai Festival City (5.2 million square metres) and Cairo Festival City (3 million square metres).
About Dubai Festival City Dubai Festival City is an Al-Futtaim Group Real Estate development project which covers 5.2 million sq m and stretches 3 kilometres along the historic Dubai Creek that optimizes the thriving and visionary spirit of Dubai.

Dubai Festival City is an established creek side, mixed use destination and premier waterfront community interconnecting finest residential, shopping, dining, leisure & entertainment, international hotels, schools, golf course, automotive park and offices. It is formed into three distinct districts and connected by a 30 kilometers internal road network and creek side promenade. This existing community offers freehold villas and apartments for sale and lease which combine traditional and contemporary architecture. Upon completion, the community will be home to 50,000 residents living in 20,000 villas and apartments, and ideal place to work for 50,000 office staff.

Dubai Festival City has recently won 3 top recognitions at The Arabian Property Awards 2010, in the categories of Best Mixed Use Development for Dubai Festival City, Best Residential Development for Al Badia Hillside Village, Dubai Festival City and Best Retail Development for Festival Centre, Dubai Festival City.

About Festival Centre
Festival Centre is home to Dubai's premier concerts and festivals and has hosted world class entertainers such as Carlos Santana, Maroon 5, Tamer Hosni, Amr Diab, Shah Rukh Khan and Kylie Minogue. It has also presented Dubai with a wide array of festivals from the Emirates Airlines International Festival of Literature through to Dubai Desert Rock and Dubai Bike Week. Festival Centre hosts events, parades, entertainers and musicians each week ensuring families are always engaged and rewarded for their visit.
Festival Centre is a landmark 2m sq ft urban retail resort which forms the epicentre of Dubai Festival City now acknowledged to be one of UAE's most exciting retail, dining and leisure attractions. Set on the historic Dubai Creek, Festival Centre, offers over 400 world class retailers, 90 restaurants, cafés and bistros, a 12-screens Grand Festival Cinemas complex and a parking for more than 10,000 cars. It also boasts a stunning Marina and some of the emirate's most photographed sunset vistas.

The award winning Festival Centre has recently added the Five Star award Best Retail Development at the Arabian Property Awards 2010, and two other prestigious Retail City awards - Mall of the Year and Best Retail Destination of the Year.

JOB PURPOSE:
Responsible for planning and managing a professional and high quality customer service operation in line with the retail standards set for the mall

KEY ACCOUNTABILITIES:

Site Knowledge:

* Responsible for developing an in depth understanding of the retail centre, including the design and the layout, as well the principals of customer flow within the mall; so as to effectively plan the manning of customer service desks with adequate staff coverage and promotional literature to assist visitors to the mall and provide adequate information for queries

Customer Service:

* Responsible for achieving high standards of customer service by ensuring that the staff are trained to handle customers of diverse nationalities and varying levels of expectations; as well as have necessary support in terms of current and updated information related to all aspects of the mall operations and service policies, so as to meet and exceed service expectations

Mall Collateral:

* Ensure that the customer service desks are adequately stocked with mall collateral such as current and updated mall directory, information related to on-going offers and promotions, tourist information, services available etc. with the objective of meeting customer expectations related to service or information required and capitalising on all opportunities to generate sales through the information provided.

Duty Rosters:

* Plan the duty rosters for the staff responsible for handling customer service desks, with the objective of ensuring adequate coverage, particularly to meet peak time trading requirements

Resolution of Problem:

* Ensure that the customer service assistants are aware of the degree of authority to resolve customer complaints and problems, as well as proactively resolve any issue referred as a result of escalation within the level of authority delegated, so as to effectively handle and respond to customer whilst at the same time minimise any loss to the company financially or in terms of goodwill.

Management Reports:

* Collate information and prepare routine as well as ad hoc reports, as may be required by the management to have the necessary information to make short term and long terms business decisions

Requirements

Minimum Qualifications and Knowledge:
5- 7 year's experience preferably in a managerial or a supervisory role managing customer service operations (planning rota/ managing staff) within a large size multi brand retail outlet/ call centre.
Minimum Experience:
Minimum 3 years of hands-on customer service experience essential.
Job-Specific Skills:
Proficiency in MS Office (Word/ Excel)

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.