Telesales Supervisor - Spare Parts

Al Futtaim Group

UAE

Ref: HP698-14338

Job description / Role

Employment: Full Time

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
Manage Telesales operations and team. Support in growing Parts business. Handle customer queries and complaints. Networking and Coordination. Leads managements. Customer Relationships. Plan, Strategy, and Reporting.

What You Will Do
- Develop and achieve customer support objectives by contributing to strategic plans, resolving problems, identifying customer trends, audit compliance, and implementing the required change
- Manage end-to-end Telesales operations including inbound and outbound calls, emails, WhatsApp and other sources of leads.
- Liaise with cross-functional team (Part Advisors, Counter Supervisors, Regional Manager etc.) for sales support, leads and customer concerns - Monitor Key Performance Indicator (KPIs) regularly to achieve the financial and non-financial targets/commitments.
- Handle customer queries, complaints, and conflicts effectively and help team-members with challenging customer issues.
- Identify requirements of team, train, develop & motivate them through feedbacks and communications and make them to respond customer professionally and efficiently.
- Set goals for team and evaluates individual performance reviews and overall team effectiveness with reporting manager
- Support in staff recruitment, identify their training needs and plan training session.
- Develop and enhance the business process for section and ensure the entire operation is fully compliance to company standards.
- Study and evaluate data to improve processes, ensure all resources are properly allocated, and maximize efficiency and customer satisfaction
- Prepare reports and analyze data to assist management in determining customer support center performance and goals
- Perform other responsibilities as and when required for the business and operation.

Requirements

Required skills to be successful
- Expert in using Electronic Parts Catalogue (EPC) - Experience in automotive after-sales parts / products is preferred
- Strong communication skills, active listening, and phone etiquettes
- Proficiency with technology, software applications, CRM and IVR systems.

About the Team
Reporting to the Dealer Operations Manager and managing a team of telesales coordinators. You will be working in a dynamic and busy After Sales environment wherein you will be dealing directly with different Stakeholders across the organization.

What equips you for the role
- University graduate or equivalent , MBA is plus.
- 5-10-year experience in automotive industry and at least 3 years on supervisor level, managing the team
- Experienced in automotive products, especially knowledge of Spare Parts
- Expertise in Electronic Parts Catalogue, multiple brand knowledge would be plus

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.

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Telesales Representative salaries in UAE

Average monthly compensation
AED 3,000

Breakdown available for industries, cities and years of experience