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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
- Following 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, Social Media)
- Identify ways to personalize the experience of every customer, whenever possible.
- 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.
- Carry out a through Brief and Debrief with the advisor on a daily basis at the start and end of each shift to ensure that any follow up given, have been actioned.
- Check the understanding of any new procedures or with the advisor.
Dynamic WFM
- Ensure that staffing requirements for all aspects of the Customer care department are met and optimization of the resources is always ensured.
- Assume the key role in the control of the Customer care cost position by ensuring that the First contact is always running at optimal levels of efficiency and in the most cost-effective way.
- Provide assistance /guidance to team leads to ensure agreed service level targets are consistently achieved in a cost-effective manner.
- Provide regular feedback and reports to head of customer care to ensure optimized decision-making can be undertaken with regards to resourcing.
- Allocate and monitor resources to ensure adherence to the Customer care budget and Service Level.
- Plan, monitor and revise people schedule and roasters.
- Review / analyze workforce management data on a regular basis, to ensure adherence to the group quality standards are consistently met.
Customer Care third party relationship
- Ensure a good relationship with our third party outsourced.
- Responsible of calibrating the service between external and internal customer care staff.
Customer Experience and Subfunction collaboration
- Work closely with the Operations, marketing, Tech, etc.. team to support the strategy to implement the Carrefour driven projects and initiatives and identify areas or processes for service improvement and recommend specific CS-related improvement actions.
- Collaborate with TECH team to deploy automations, NPS, CSAT, Mystery Shopper program to drive Service Excellence based on independent assessments of service quality and benchmark against competitor.
- Ensure the analysis of service failures and complaints are carried out to surface trends in service gaps and process weaknesses in the operations, logistics or other interfacing functional departments (e.g. IT, Marketing, CRM, Loyalty, technology, etc.) that may impact service excellence.
Systems & Procedures
- 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.
- Ensure that the in-house processes and procedures are always adhered to Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.
Definition Experience & Skills:
Minimum Qualifications/education
- Bachelor’s Degree in Business Administration or similar
Minimum experience
- 3 +years in a Customer Care function
- 3+ years of experience working within the retail industry
Skills
- Extensive management experience in a large contact center environment, such as retail within a traditional large scale vertical retailer’s customer service/after sales department
- Past CX experience is a plus
- Business Agility
- Interpersonal skills
- Critical thinking
- Problem solving
- Business Acumen
- English (Full professional proficiency – Required)
- Arabic (Full professional proficiency – Required)
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