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Customer Care Frontline Manager

Majid Al Futtaim Retailinvites 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:

TheCustomer Care Frontilne Manageris responsible directly for the performance of the frontline team carries out the daily monitoring of the contact center and the advisors work output, thereby maintaining a consistently high level of service. 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…. Most importantly, you will provide exceptional service levels to ensure that our customers enjoy the best shopping experience when touching us.

Role Details – Key Responsibilities and Accountabilities:

Customer Care and Sales

• 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)
• 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.
• Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels.
• Carry out a through Brief and Debrief with the advisor daily at the start and end of each shift to ensure that any follow up given, have been actioned.
• Check the understanding of any new procedure’s updates with the advisor.
• Keep the team always motivated and focused on the right direction by identifying coaching & training needs through daily call coaching.
• Ensure that a minimum of 20% of the advisor calls are listened to (call recorder) ensuring the areas of development have been addressed

Customer and Employee experience:

• Collaborate with CX team to deploy NPS, CSAT, Mystery Shopper program to drive Service Excellence based on independent assessments of service quality and benchmark against competitor.
• Work closely with the Development specialist and CC Team leads on career progression planning for CC personnel.
• Work with the Customer Care leads to provide coaching and training to customer care staff with the objective of upgrading their skills level.
• Ensure auditing of all communication channels
• Ensure the correct staffing and schedule is maintained.

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.

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, retail within a traditional large scale vertical retailer’s customer service/after sales department

• Contact center Management

• Business Agility

• Interpersonal skills

• Critical thinking

• Problem solving

• Business Acumen

• English (Full professional proficiency – Required)

• Arabic (Full professional proficiency – Required)