Associate Manager – Customer Care

Full Time

Majid Al Futtaim

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 48,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.

Job Role:
Associate Manager – Customer Care is responsible of providing a superior quality capacity management and support for the Customer care representative to reach their service level in a cost-effective way. The role holder should be a ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with the internal and external customers.

Ultimately, he/she should be able to act as the face and voice of Carrefour Brand and manage all customer interactions.

Most importantly, you will provide exceptional service levels to ensure that our customers enjoy the best shopping experience when touching us through any channel The role is primary customer experience oriented and will involve creating and building relationships with our customers through managing their enquiries, waiting list, their preferences, etc.
Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.
Ensure to always keep client confidentiality and company policies for data protection and security.
Follow the Customer Care Department Standards for Excellence
Ensure you deliver an outstanding shopping experience to every customer contact via any offered communication channel (walk in, phone, email, online chat)
Always deal with the most difficult customers in a quick, willing, and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems.
Assist in monitoring allocated budget to ensure compliance and highlight possible issues
Assist with the implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
Provide inputs on training needs and coordinate with the Human Capital department to ensure facilitation of training requirements
languages ’Arabic and English’; verbally and written
Bachelor’s Degree in Business Administration or relevant to the role
Minimum 5 years in the related managerial function
Preferably 2+ years in the retail business or closely related industry
Excellent communication skills, you must be able to display the highest levels of accuracy (spelling, grammar, punctuation, and pronunciation) in both
Able to demonstrate a high level of technical ability and must show an affinity with the luxury consumer.
Ability to achieve results through influence and problem solving.