Al Futtaim Private Company LLC
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.Job Role
Listen and engage proactively with customers through digital channels, identify the customers’ concerns, address their needs, and identify opportunities to generate sales and customer satisfaction.
Job Accountabilities:
Where processes are not functioning properly or opportunities are perceived for improvement, the role-holder is expected to report back to higher management before acting
Good competency with figures and data-mining calculations on Advanced excel, Google Analytics and other digital performance tools
The tasks of the role-holder are prescribed in written routines, processes, or procedures
Typically, the work involves concrete tasks, where the role-holder is required to focus one at a time
Timespans Of Decision:
Immediate/Planned approach depending on the urgency & need
Resource Complexity:
Product Complaint protocols and processes needs to be strictly followed to avoid any organization & country norms.
All permissions need prior access request approvals from IKEA and Al-Futtaim group.
The technical & business knowledge of the role-holder needs to be proficient with the tools & applications that they would require.
Problem Solving:
Often the role-holder is provided with guidelines, routines or procedures to solve most of the problems encountered.
Problems are addressed using methods learned previously and are often overcome by direct or error
To maintain Product Complaint protocols and processes
All problems faced by the role-holder are concrete and occur regularly
Discretionary Authority:
The role-holder is required to be watchful of minor changes or variations in processes in which they are involved and to make suggestions for improvement to their line manager.
Leading strategic projects in a complex, global and multicultural environment and can make complex topics actionable, understood and supported.
Internal & External Collaboration:
Where collaboration is required, it is with other front-line colleagues often in the same location and often in proximity.
Collaboration is mainly for the purpose of coordinating input
The role-holder is rarely required to initiate process or procedural change themselves.
Required Skills:
Customer service skills to listen to the concerns of a customer and be able to address their needs
Tech Savvy to be able to get a grip of all the digital tools and use it on a fast and efficient way
Previous sales experience.
Excellent communication skills, especially persuasion, to clearly convey the benefits of a product to potential customers
Active selling and support customers with product expertise, through digital channels.
Experience:
A strong understanding of the products and services
Patience when handling tough cases
Experience with help desk software and remote support tools
Minimum 2 years of experience in a similar role (E-Commerce and retail experience desirable)
Confidence and strong self-assuredness to succeed in cold-calling customers and making a sale