UAE National Customer Support Centre Manager - Al-Futtaim

Established in the 1930s as a trading business AlFuttaim 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 35000 employees across more than 20 countries in the Middle East Asia and Africa AlFuttaim Group partners with over 200 of the worlds most admired and innovative brands. AlFuttaim Groups 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; AlFuttaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role

To ensure a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all nonfacetoface contacts. This includes in particular:

Providing fast and easy support in every customer contact before and after purchase to keep customers trust in the IKEA Brand.

Ensuring customer insights are gathered in a structured way and can be used as feedback to help the organization and improve the customer experience.

Also responsible to secure continuous improvements across IKEA based on knowledge gained in the Customer Support Centre.

What you will do

Performance Management

• Support and inspire a customer focused culture in all nonfacetoface contacts and secure a positive and seamless customer experience.
• Challenge the IKEA organisation based on customer support centre experience to improve ways of working in order to identify and develop new business opportunities and commercial potential.
• Ensure prerequisites are in place to give customers a fast and easy resolution when amendments are needed or if something went wrong.
• Lead collaboration across the customer support centre touchpoints to secure that business decisions and actions are taken based on knowledge gained in the Customer Support Centre to eliminate root causes and drive sales in all channels.
• Secure and monitor that the department is working to set global and national standards and policies.
• Service levels/abandoned calls/ waiting times/average handling Times.
• Provide the necessary insight and KPIs to all business stakeholders in order to improve the overall customer experience.
• Discuss the customer support centre performance with your team and agree on shortcomings and actions to improve overall experience and performance.

Cost Control

• Involved in the yearly budgeting exercise for the year and thereafter control all costs related to the budget regarding the customer support centre.
• Plan for new investments and additional project costs in order to improve the overall customer experience or to reduce costs to the business.
• Provide information and facts to the regional Home Delivery manager and other related functions based on customer feedback to ensure actions are taken for continuous improvement.

People

• Ensure that a succession plan is in place to protect the future of the support centre in line with current competencies and IDP.
• Have a plan in place to train and develop the customer support centre agents based on regular quality control checks and a gap analysis to ensure a better meeting with the customer.
• Plan resources to achieve agreed KPIs to ensure customer satisfaction parameters are met.
• Agree and follow up on the teams yearly objectives based on the business plan or goals.
• Apply a healthy work environment according to Al Futtaim & IKEA Values and ensure Growing Together goals are met with continuous improvement.

Health and Safety

• Secure that the department works ethically and in compliance with internal procedures and H&S routines (sec check) Regular checks to ensure the EC is safe at all times.
• Ensure that contingency plans are set in place and easy to implement when applicable.

Business Planning

• Actively contribute to the creation of the country business plan and be accountable for the Customer Support Centre action plan
• Conduct Regular follow up and take action to ensure that the business plan goals remain on track.

Required Skills to be successful

• Good planning organizational and prioritization skills
• Strong and excellent attention to detail
• Resultsorientated with the ability to drive and deliver the implementation of new ideas
• Excellent working knowledge of MS Office
• A high level of customer focus and the ability to understand customers needs
• Ability to learn new technology quickly
• Previous Shopify experience is preferred
• Arabic and English speaker

What equips you for the role

• Experience working with CRM systems is an advantage
• Retail Background
• Strategic Planning thinking and Analytical Skills Effective Communication

Were here to provide excellent service but a little help from you can ensure a fivestar candidate experience from start to finish.

Before you click apply: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a wellcrafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours but also how candidates align with our Values of Respect Integrity Collaboration and Excellence.

As part of our candidate experience promise we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.
Additional Internal Information:

Note:

You must have been an AlFuttaim employee for at least 18 months in order to be considered.
You must inform your HRBP in confidence of your application.
Please note that this vacancy may be advertised externally in the next week so apply without delay.