Operations Executive

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:
- To exceed MOOV customers at every interface.
- The role is to provide superb customer service by leading and motivating the customer service team and maintaining customer satisfaction goals.
- To action and resolve all customer queries in a timely manner.

What you will do:
- Managing Customer Service process effectively and efficiently.
- Record and maintain all leads, contact customers, and offer alternative car models
- Ensure that all the customer inquiries, requests and complaints are resolved in a timely and satisfactory manner
- Complaints if any and/or service requests are addressed on priority as per laid down processes
- Maintain and Improve Customer Satisfaction levels.
- Ensure that the departments Quality Objectives and KPIs are followed, tracked. Escalate any deviation from standards to Customer Service Manager for further action.
- Ensure adherence to Process document and scripts are followed
- Coordinate and work together with external vendors to ensure that customer service levels are met or exceeded
- Timely verification & activation of customer subscriptions.
- Coordinate with logistics team the delivery and collection of vehicles
- Communicate feedbacks accurately to the relevant managers for their subsequent action
- Recording data in systems and other data sheets as required by business and Management
- Knowing basic outline of car rental policies
- Feedback on process gaps, policies and subscription requirements to be communicated on regular basis to Customer Service Manager
- Evolving together with the growing and changing organization

Requirements

Required Skills to be successful:
- At least 2-year experience in customer service industry.
- General understanding of Car rental industry.
- Strong customer relations and team building skills.
- Languages Fluent English and Arabic
- Strong commercial acumen.
- Ability to maintain a good Tracking system on applications for better management of business.
- Effective in setting priorities and scheduling activities.
- Excellent communication, problem solving and analytical skills.

What equips you for the role
- Bachelor's degree/University degree or equivalent experience

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world's most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

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.