Job closed
Ref: HP698-11860
Job description / Role
UAE National - Customer Case Manager - AF Motors - Head Office
We are currently looking to recruit a Customer Case Manager to work within Al-Futtaim Motors in Dubai. This role reports into the Customer Relations Manager and is based within the Customer Contact Centre.
The Customer Case Manager is responsible for investigating and resolving customers' concerns and will analyse complaint trends and root causes in order to to implement measures for improvement on a monthly basis. Once a quarter the Customer Case Manager will review and improve at least one customer facing process in cooperation with the Branch or Workshop Manager and will target Customer Engagement in a positive way.
The incumbent will drive negotiations with customers in regards to compensation and good will gestures and will liaise with third party institutes such as the Ministry of Economy, Dubai Police and RTA to negotiate and influence on customer cases.
Requirements:
You will ideally be a university graduate with a basic technical understanding of automobiles. You will possess 2-3 relevant experience in customer service management or technical experience within an automotive customer facing role.
You will be fluent in both the English and Arabic language whilst other language skills would be advantageous. You will be a strong negotiator with the ability to influence decisions and resolve conflict. This role can be pressured and so the ability to prioritise, think clearly and follow through with decisions is essential.
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.