JOB DESCRIPTION / ROLE
Your responsibility will be to lead the CRM & Call Centre Operations of Trading Enterprises.
Your key Accountabilities will be:
- CRM: To define, set up and develop a clear Customer Management strategy, direction and policy framework for TE
- Call centre Set-up and Management: Starting-up and managing the daily running of the call centre
- Customer Satisfaction: Achieve or exceed CS objectives set as per industry standards for call centre telephone management
- Company Tele -Sales and Prospecting Systems: Develop effective inbound tele-qualification systems to provide first line tele-enquiry support to customers.
- Customer Complaint Management: Ensure that the company has robust and documented CE process and engagement activities developed, mapped and implemented as per customer touch points for both Sales and After Sales including captive audience marketing and loyalty programs
- Customer Engagement: Ensure that an Engagement Calendar is activated which involves corporate level process support to improve associate interaction with customer.
The role acts to ensure that the company provides professional call centre support in terms of inbound and out-bound support and implements a CE process that is capable of providing differentiated value as per customer value. The role will also be the Engagement champion of the company.
REQUIREMENTS
You should have a minimum of Bachelors Degree
Minimum Experience: Essential to have at least 8 years experience in a call centre which includes a minimum of 3 years experience in a call centre managerial role with adequate exposure in handling CRM activities related to the call centre. Experience in starting-up and effective running of a call centre from inception will be an advantage.
Job-Specific Competencies: English and Arabic is essential. Other languages such as Urdu, Hindi, Tagalog, Farsi etc are advantageous. Knowledge of working for an automobile industry call centre will be a competitive advantage, Strong communication, interpersonal and motivation skills are essential.
Behavioural Competencies: Leadership, negotiation and influencing skills, ability to build strong customer relationships, conflict resolution, analytical, ability to think clearly under pressure, ability to take decisions and follow through. Strong team player.
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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