Complaint Management Specialist l Al-Futtaim Engineering l Dubai, UAE
Al-Futtaim
Dubai, AE
منذ 2 يوم

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives.

Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get?

The chance to push the limits every single day.

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees.

You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas.

Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

Come join us to live well, work better, and be the best.

Job Purpose :

To create a unique customer experience that will positively impact customer satisfaction and in turn result in achieving higher rate of customer loyalty and retention.

Key Accountabilities :

Main owner of Customer Complaint Management process that ensures the resolution of all customer complaints in a satisfactory and timely manner.

To analyse historical data, and to conduct root cause & gap analysis of customer complaints in order to adopt a proactive approach to exceed customers’ expectation.

To monitor internal and external SLA & KPI to ensure our commitment to meeting contractual obligations. Recommend process improvement, and prepare the essential reports related to the quality of service delivery.

Job Description :

  • Ensure effective closing of customer complaints in a timely manner, by coordinating with concerned business unit, following up on progress and escalating if necessary.
  • Analyze all registered complaints, identify root cause and recommend improvements to service delivery process. Evaluate penalties imposed by clients vs.
  • service request & complaints history in addition to Customer Survey findings.

  • Prepare essential reports to reflect on the health of the project in relation to the quality of service delivery.
  • Reports regularly, to top management, all issues that need the attention of business line leadership.
  • Maintain good working relationship with customers’ key operation personnel to ensure continuously the satisfaction of customers in relation to quality of service delivery.
  • Creates A Unique Customer Experience Co-owner of the design of Customer Satisfaction Surveys Conduct gap analysis with in Customer Experience Department and other internal business Units in relation to quality of service delivery Evaluate processes and procedures that affect customer satisfaction and recommend changes and enhancements to improve the quality of service delivery Conducts mystery shopping when required Monitor SLA & KPI between operation & Customer Experience Department, and between operation & customers.
  • Contribute to the design or improvement of any new or existing applications being implemented in Customer Experience Department.
  • We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

    Before you click apply : Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-

    crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities.

    We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

    قَدِّم
    قَدِّم
    بريدي الالكتروني
    بالنقر فوق "متابعة" ، أوافق على خصوصية وشروط Neuvoo وأوافق على تلقي تنبيهات مهمة عبر البريد الإلكتروني. (الإلغاء في أي وقت) انظر هنا
    واصل
    استمارة الطلب