National_customer satisfaction manager

KEY ACCOUNTABILITIES: Specify the output required from the job. Identify Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks

Voice Of Customer, Ensure implementation of TMC way  for customer complaint handling

Level 3 & 4 Complaints as per CRD SOP

• Safety related concerns
• Fire Hazard
• TMC
• Consumer Protection
• Court
• Higher management
• Police
• Live radio
• Sheikh Offices/VIP customers

Goodwill Management

• Manage customer expectation
• Manage Compensation
• Loyalty Rewards
• Obtain approvals

Government consumer protection Branch Escalation

JOB CONTEXT: DEFINE ORGANIZATIONAL POLICY AND OTHER FACTORS THAT HAVE A CRITICAL IMPACT ON THE JOBThe department acts as the focal point to continuously building up the link between the company and our customers. Upgrade the level of services offered by the Company.  A close liaison is maintained between all departments and all personnel are involved in the process to create a “Quality Service Culture” provided to our customers.  A close watch is kept on the customer satisfaction trends & Management kept highlighted. Creating customer loyalty – essential for the medium to long term success of the business.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Minimum Qualifications and Knowledge: 

Bachelor or Diploma graduate

Basic technical understanding of automobiles

Basic understanding for process implementation.

High policy & process knowledge in all company aspects. 

Minimum Experience: 2 - 3 years customer service experience at Al Futtaim Motors or technical experience with customer facing role in automotive industry.

Job-Specific Skills: English and Arabic language are essential. (Urdu, Hindi, Tagalog, Farsi etc are a plus) Technical knowledge of automobiles, negotiation, problem solving skills and influencing & Listening skills

Behavioural Competencies: Calm and relaxed personality, conflict resolution, ability to work under pressure, detailed oriented, decision maker, good communicator, self-energetic, motivator.