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ROLE DESCRIPTION
Disclaimer: This role description reflects the general details considered necessary to describe the principal functions of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent in the job.
Title:
Job Category:
UAE Customer Service Executive
Marketing
Seniority Level:
Role Archetype:
Executive
Individual Contributor
Division/Department:
Reporting to:
Shopping Malls – Marketing
Director – UAE Marketing
Role Purpose:
Assist the Marketing Director in the departmental strategic planning and operations management. Coordinate with the Customer Service operations and Contact Centre teams to develop continuous improvement plans and follow up to ensure that all action plans are being executed according to the planned timelines. Ensure that all Customer Service team members comply with the department’s standard operating procedures, processes, protocols and hallmarks.
Role Details – Key Responsibilities and Accountabilities:
- Assist the Customer Service Manager in the development and update processes of the comprehensive Customer Service program, processes and standard operating procedures.
- To represent the Customer Service Department internally as well as externally in absence of the Customer Service Manager.
- Assist in developing, amending and updating the Customer Service Manual.
- To support in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.
- To ensure statistical information is produced, collated and analyzed on a regular basis to assist in evaluating the efficiency of the teams and to inform resource allocation and service improvements
- To reconcile reports, prepare and submit regional executive reports to the Customer Service Manager.
- To ensure implementation of the Customer Service induction program for all new joiners.
- Review and approve the monthly training program for all Customer Service and Contact Centre teams.
- Plan, procure and provide quarterly mall gift card supply to all malls through coordination with MAF Finance.
- Audit Customer Service preventive actions taken for all complaints received from Customers through all communication channels.
- To plan/forecast Customer Service OPEX budget and ensure adherence to the forecast is achieved by all the Customer Service teams.
- Main point of contact for all external suppliers of Customer Service add-on services provided across all malls (e.g., Shuttle Bus, Hands Free, eCoupon, etc..).
- Assist the Quality & Training team in planning, developing and delivering trainings to the Customer Service teams.
- To perform audit checks to ensure adherence of the Quality & Training team to the set guidelines, processes and SOPs.
- To perform monthly audits on the Operational Performance Plan (OPP) with the Customer Service Mall Teams and report back to the Customer Service Manager with the audit’s outcome.
- Responsible for customer service team performance in achieving the set service deliveries, established Key Performance Indicators, Service Level Agreements and quality standards to maximize Customer satisfaction.
- Consistently support the Customer Service teams with day-to-day operational requirements to ensure smooth operations across all assets.
Functional/Technical Competencies:
- A minimum of bachelor’s degree or equivalent degree.
- A minimum of 7 years of experience in customer service and/or Contact Centre roles.
- A minimum of 4 years of experience in managing customer service operations, including but not limited to, front-line desks, Contact Centre and back office operations.
- Experience in quality and/or training fields in a customer service environment is a privilege.
- Strong knowledge of leadership and management best practices and techniques.
- Proficiency in English language is a must (written & spoken), secondary language (Arabic) is preferred.
- Proficiency in using Microsoft Office applications.
