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UAE National_Call Centre Agent - Ajman

Ajman
Posted: 23 May, 2020

Job Descriptoin

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:

Conduct outbound and Inbound calls for sales, service maintenance, car repairs, general inquiries and complaints.

Receive sales inquiries, service bookings to increase footfall in showrooms and workshops in line with production attended hours and maximize opportunities to do business for the sales team.

Adhere to quality assurance metrics and performance objectives that will contribute to improving customer acceptance of SALES campaigns, AFTER SALES campaigns and client retention campaigns.


KEY ACCOUNTABILITIES: Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks

Execute daily target of interactions in order to achieve required quota of sales leads and service booking. Answer customer enquiries about service schedules and related items, as well as generating accurate service notifications and customer data and system updates.

Attend to customer enquiries regarding car status, products, services, sales promotions, locations and contact details of branches.

Receive customer concerns, and collect relevant information in order to escalate to the happiness centre.

Convey a professional image of Al Futtaim automotive by following set scripts and telephone etiquette standards.

Show flexibility and abide by assigned shift schedules, in order to maintain availability levels in the engagement centre, and ensure timely response to customers, and welcome them with enthusiasm and courtesy.

Awareness of service rules and warranty conditions. As well as being updated with recent promotions in order to pass on accurate information.

JOB CONTEXT: Define organizational policy and other factors that have a critical impact on the job

The engagement centre is the central point of contact for over 4 million customer interactions through various channels with all the Al Futtaim Automotive brands supporting SALES and AFTER SALES.

The engagement centre handles all manner of inquiries related to sales and after sales, Appointment generation, complaints ticket creation and recalls related to products.

The role covers all aspects of customer contact strategy that builds on the end to end customer journey and complete ownership cycle for the group.


QUALIFICATIONS, EXPERIENCE, & SKILLS:

Minimum Qualifications and Knowledge:

  • High School Certificate
  • Contact centre systems and telephony knowledge

Minimum Experience:

  • 2 years’ work experience in a call centre
  • 2 years’ experience in a customer service role Face to Face or over the phone

Job-Specific Skills:

  • Time management
  • Work to deadlines
  • Can work on own initiative
  • Good communication skills
  • Good Oral and written skills in English and Arabic

Behavioural Competencies:

  • A team player
  • Excellent Interpersonal Skills
  • Cultural awareness
  • Able to build strong relationships

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.


As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.


Al-Futtaim - 30+ days ago

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