Customer Service Manager - AFGRE

Job description / Role

Customer Service Manager - AFGRE - Qatar Festival City - Doha, Qatar

You will be responsible for developing a cutting edge customer service strategy, planning and managing its implementation and overseeing all aspects of the day to day customer service operations, with the objective of achieving leadership in customer service standards in the region.

Customer Service Initiatives and Standards
- Responsible for working closely with the General Manager in identifying and studying leading and cutting edge customer service practices across retail and hospitality industries; establishing how they can be customised to local requirements, and plan and roll out such initiatives to customers and visitors to mall.

Staff Management
- Responsible for ensuring that the right calibre of people in the right mix of nationalities are recruited taking into account the behavioural and functional competencies required to handle the job; are trained and motivated 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 Directory
- Responsible for providing complete and accurate information about mall tenants and mall services to the visitors by ensuring that the Mall Directory brochures and Directory Boards are constantly relevant and updated with accurate information about tenants in the mall in terms of their name, location and other information; and the hand outs are printed and stocked in multiple languages and in adequate numbers to cater to a varied mix of visiting nationalities.

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.

Retailer Welcome Pack
- Participate in the development and time to time updating of the Retailer Welcome File providing complete and comprehensive information relating to the trade area and the operations and functioning guidelines of the mall, with the objective of successfully integrating the retailers within the Mall and assisting them in trading successfully.

CS Operations
- 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 customer service operations i.e. the duty rosters, stock of mall collateral and other literature to provide a high level of retail experience to visitors and customers.

Mall Operating Information
- Facilitate visitor experience by ensuring that necessary information regarding mall operations, such as operating hours for the mall, any differing hours of operation of flagship retailers, conditions for entry, are correctly and prominently displayed at all entry doors, and are updated with any changes, as and when they may arise due to promotions/ events/ festivals/ changes in timings effected by the flagship retailers.

Customer Service Feedback
- Responsible for carrying out regular surveys to collate information about customer service levels, measure actual performance against targeted standards and based on such feedback take the necessary actions to correct negative deviations and benchmark performance against competitors in the market and the region.

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.

Valet/Reception Team
- This role includes the responsibility to manage the Valet and Reception team. Ensuring all requirements are met, maintaining a superior standard in Customer Service.

Requirements

- Educated up to degree level is a minimum requirement, whilst a post degree qualification in Marketing or Business Management would be an advantage
- Proficiency in MS Office (Word/ Excel/ PowerPoint)
- Minimum 5 years of experience in the management of customer service facility with a leading mall or from a hospitality background.

Job-Specific Skills:
- Knowledge of all aspects of customer services, management of teams, preparing rotas, guest complaints, etc.
- Ability to work with and communicate effectively with retailers, contracted services personnel and fellow employees.

Behavioural Competencies:
- Teamwork
- Communication
- Professional Knowledge
- Training and coaching
- Personal Leadership

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.