What You Will Do
• Develop and achieve customer support objectives by contributing to strategic plans, resolving problems, identifying customer trends, audit compliance, and implementing the required change
• Manage end-to-end Telesales operations including inbound and outbound calls, emails, WhatsApp and other sources of leads.
• Liaise with cross-functional team (Part Advisors, Counter Supervisors, Regional Manager etc.) for sales support, leads and customer concerns • Monitor Key Performance Indicator (KPIs) regularly to achieve the financial and non-financial targets/commitments.
• Handle customer queries, complaints, and conflicts effectively and help team-members with challenging customer issues.
• Identify requirements of team, train, develop & motivate them through feedbacks and communications and make them to respond customer professionally and efficiently.
• Set goals for team and evaluates individual performance reviews and overall team effectiveness with reporting manager
• Support in staff recruitment, identify their training needs and plan training session.
• Develop and enhance the business process for section and ensure the entire operation is fully compliance to company standards.
• Study and evaluate data to improve processes, ensure all resources are properly allocated, and maximize efficiency and customer satisfaction
• Prepare reports and analyze data to assist management in determining customer support center performance and goals
• Perform other responsibilities as and when required for the business and operation.
What equips you for the role
• University graduate or equivalent , MBA is plus.
• 5–10-year experience in automotive industry and at least 3 years on supervisor level, managing the team
• Experienced in automotive products, especially knowledge of Spare Parts
• Expertise in Electronic Parts Catalogue, multiple brand knowledge would be plus
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.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.