Job closed
Ref: HP698-11499
Job description / Role
We are currently looking to recruit a Customer Relations Manager to work within Al-Futtaim Motor's contact Centre in Dubai. This role reports directly into the General Manager of Customer Relations and Engagement within the Customer Relations Department.
The Customer Relations Manager will manage the contact centre's daily operations, ensuring full adherence to SOPs and KPIs whilst managing the department in terms of attendance, productivity and quality. It is the responsibility of the role holder to manage team performance and development through regular meetings and ensuring training is provided to staff surrounding Toyota Motor Corporation (TMC) complaint handling protocol.
The Customer Relations Manager will maintain call centre management standards through compliance with industry thresholds and will source information on competitor models to assist in the production of relevant product knowledge training.
Requirements
You will ideally be a university graduate with significant experience in Customer Service Management. You will have been in a similar role for at least 4 years and will have a basic technical understanding of automobiles as a minimum.
It is essential that you are fluent in both the English and Arabic language and would be advantageous if you are able to speak an additional language. You will have strong demonstrable leadership skills with the ability to negotiate, influence and make decisions. This role comes with a high level of responsibility and therefore the ability to work under pressure is crucial.
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.