Majid Al Futtaim Retail invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
Role Purpose:
The Customer Care Operations Manager is responsible to Drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices through all the Backoffice of all the comms channels ( Back Line, Social Media, Operations, last mile )
The role is directly responsible of the performance of the backline team and carries out the daily/weekly and monthly monitoring of the agents, thereby maintaining a consistent High level of service.
The role is primary customer experience oriented and will involve creating and building relationships with all internal /External stakeholders to enhance and improve the service we offer to our customers.
Role Details – Key Responsibilities and Accountabilities:
Role Details – Key Responsibilities and Accountabilities:
Customer Care backline
Dynamic WFM
Customer Care third party relationship
Customer Experience and Subfunction collaboration
Systems & Procedures
Definition Experience & Skills:
Minimum Qualifications/education
Minimum experience
Skills
Report
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