UAE Careers Jobs

Customer Experience Specialist Job

Al Futtaim Private Company LLC

Valid Till: N/A

United Arab Emirates

Company Description

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world’s most admired and innovative brands.

Job Description

  • Coordinate with vendors/ service partners
  • Manage Various Logistics Processes
  • Escalate all unresolved issues to management
  • Closure within SLA
  • Perform assessment for all complaints and recommend a required action.
  • Assist management to resolve all issues efficiently.
  • Coordinate with external vendors to resolve all issues and provide appropriate response.
  • Prepare required reports for resolutions provided.
  • Maintain records of all status, develop and maintain professional relationships with vendors and internal stakeholders.
  • Support in establishing QA process with the Service provider that targets improvement on Call/ Email handling and quality of service provided.
  • Ensuring a desirable agent NPS is consistently maintained on the voice channel.
  • Provide training for new SOPs and Brand Updates.
  • Oversee complaints and request tickets received for all Retail brands.
  • Support in CX initiatives and project launches

Qualifications & Experience:

  • Minimum Experience and Knowledge: 4+ Years of experience in Customer Experience field from a Retail industry.
  • Proven experience in customer service, support, or a related role. Knowledge and experience in CRM software.