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Customer Care Representative

Date: 11-Nov-2022

Location: SA

Company: Majid Al Futtaim

Majid Al Futtaim Lifestyle invites 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 Lifestyle is the destination for you.

ROLE PROFILE

Title: Customer Care Representative

Code:

Role Holder

Role Archetype: Individual Contributor

Division / Department: Majid Al Futtaim Fashion

Grade / Level:

Reporting To: Customer Care Supervisor

Location:

Supervising (if applicable)

Date of last revision: April 2020

 

Role Purpose:

The Customer Care Representative is responsible for maximizing company sales growth and profitability by overseeing the daily routines, coaching, and developing associates to achieve better performance.

Responsibilities will include, but will not be limited to the following:

Customer

Sales

Standards

  • Communicate all personnel, operational, and product issues to the appropriate Contact Center supervisor or manager.
  • Process all customer requests accurately and efficiently.
  • Focus on meeting the customer’s expectations by utilizing all resolution options, as outlined in the company customer service standards. 
  • Model and reinforce company customer service standards.
  • Support and model excellent service by exhibiting a positive attitude and enthusiasm toward the job and the company to both internal and external customers in all forms of communication.
  • Ensure all customers are provided gracious, quick and efficient service.

 

 

  • Communicate pertinent information to all Contact Center associates.
  • Communicate effectively and efficiently with all company associates and business contacts.
  • Maintain an awareness and remain sensitive to the business demands and limitations of the Distribution Centers and Merchandising Department when expediting resolutions.
  • Provide management support and assist the Contact Center team, as directed by the contact center supervisor. 
  • Actively participate in regular team meetings and leadership meetings, as required. 
  • Promote a keen sense of teamwork by working together safely, effectively, respectfully and efficiently with all associates.

 

KPIs

 

  • E-Commerce channel to achieve the yearly financial target.
  • All CRM cases to be acknowledged within 24 hours, solution provided within 48 hours, resolved within 72 hours.
  • All customers requests through multiple channels are acknowledged within 1 hour.

 

 

Functional / Technical Competencies

  •  Possess a complete understanding of training and communication resources relevant to the position. 
  •  Participate in ongoing training regarding technology upgrades and new systems applicable to the position. 

 

Behavioural Competencies

  • Leads the Way – Is able to prioritize work based on urgency and impact. Is able to communicate objectives in a clear manner. Reaches out to colleagues for support as and when needed to ensure timely delivery of objectives. Takes initiative to create positive energy. Enthusiastic about new challenges.
  • Drives Impact Is able to identify key pieces of information required for delivery of work. Identifies areas of risk within own role. Understands when things are urgent. Takes ownership and escalates where required in a timely manner.
  • Thinks Customer – Actively listens and demonstrates understanding for customer’s stated and unstated expectations, and understands what is needed to deliver on expectations. Delivers value and quality to the customer. Understands “customer first” mindset.
  • Thinks Group – Understands how and where own role / work fits in the overall company. Demonstrates willingness and ability to collaborate. Actively achieves targets. Communicates well with colleagues. Listens attentively. Does not shy away from collaborating.
  • Develops Talent – Suggests ways of improving efficiency. Spends time learning and improving. Regularly seeks feedback. Responds honestly to difficult questions and gives relevant feedback when required.
  • Fosters Innovation Does not hesitate to share new ideas. Is curious and takes inspiration from best practices. Demonstrates creativity in day to day work.

Qualifications & Experience

Qualifications / Education

 

 

Experience

 

 

Signature of Job Holder

Approve by Head of Division

Approved by Head of HC