Customer Service Supervisor - AFGRE

Job description / Role

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

AFGRE are currently looking for a Customer Service Supervisor to take responsibility for planning and managing a professional and high quality Customer Service Operation in line with the retail standards set for the Mall.

Key Accountabilities of the Role:

Site Knowledge
- Responsible for developing an in-depth understanding of the retail centre, including the design and the layout, as well as 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 Collaterals
- Ensure that the Customer Service desks are adequately stocked with mall collaterals 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.

Supervision
- 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 the customer whilst at the same time minimise any loss to the company financially or in terms of good will.

Retail Onboarding Process and Retail Relations
- Assist Customer Service Retail Manager on retailer onboarding process. Engage in ongoing relationship with tenants with the guidance of the Customer Service Retail Manager.

Team Management
- Engage the staff towards delivering first class customer service.

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 term business decisions.

Management Support
- Provide support to the Inter-departments at Festival Centre so as to provide management front line data to understand public opinion, gauge visitor experience or make business and marketing decisions.

Emergency Aid
- Provide basic level first aid services and emergency assistance to the customer.

Requirements

- Degree in any discipline
- Fluent in English, preferably in Arabic or any other language would be an advantage
- 5-7 Years’ 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 3 years of hands-on Customer Service experience essential or a hospitality background.

Job Specific Skills:
- Proficiency in MS Office Word/Excel
- Customer relation support
- Accept to work on weekends, holidays and outside the normal working hours

Behavioural Competencies:
- Willingness to work in customer oriented fast paced environment.
- Ability to resolve complaints or escalate it with proper manner.
- Friendly, approachable, honest and trustworthy.
- Be flexible and efficient.
- Proactive, punctual and reliable.
- Positive, cheerful mentality and open to work attitude.
- Open to changes and ambitious to inquire more about new developments in the business.

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.