- Al Futtaim Group
- Ras Al Khaimah, UAE
- Date Posted: Aug 18
To be the voice and face of the business when the customer first makes contact and engage them by giving them the world’s warmest welcome. Be the first part of the link in the customer experience related to the sales process, handling professionally and efficiently, all initial customer concerns and queries and follow through escalations to ensure closure.
Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks
Handling all incoming telephone communications, using systems provided to log reasons for call or visit and forwarding to relevant team members, subject to availability
Providing excellent and a delightful customer experience as per company policy and procedures
Resolving customer queries promptly, within company guidelines, before escalating to higher level if necessary
Attending to customer needs, understand their requirements so that maximum number of enquiries are handled quickly and forwarded on responsibly
Logging calls (including time, date and caller details)
Maintaining an up to date knowledge of personnel and procedures
Delivering a warm welcome to all walk-in customers quickly and as proficiently as possible, by coordinating with employees and customers.
Minimum Qualifications and Knowledge: High School
Minimum Experience: 1 -2 years in a service or similar industry
Good English communication skills – Arabic is an added advantage
Excellent telephone manners and listening skills
Totally customer oriented
An understanding of IT systems would be advantageous
Behavioural Competencies :
Proactive, hardworking, motivated approach to work
Energetic and a sunny disposition at all times
Ability to be objective and maintain a professional composure at all times
Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates. Structured into six divisions; automotive, retail, electronics, engineering and technology, real estate, financial services and general services, Al-Futtaim operates through more than 60 companies and maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. Employing in excess of 20,000 people across the UAE, Bahrain, Kuwait, Qatar, Oman, Egypt, Syria, Pakistan, Singapore and Europe, this approach benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work. The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.