Ref: GP435-3150 Customer Service currently operates in ten countries across the Middle East and North Africa and works closely with colleagues in Russia, Turkey and Central Eastern Europe to help build consistent customer service standards and experience across Alshaya. The Customer Care Team ensure great customer service is at the heart of Alshaya's business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed. In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.
The Role:
Managing a team, the Area Manager is responsible for implementing effective and consistent customer care practices through the region and acting as role model and customer care champion.
Specific responsibilities include:
* Delivering the customer care action plans in line with annual departmental plans and objectives.
* Leading, managing and guiding Customer Service staff, ensuring they are driving customer service objectives within their area of responsibility.
* Developing Customer Service staff to enhance skills/competencies and to assign performance objectives.
* Collecting, maintaining and reporting information about competitors, the competitive marketplace and other topics useful to current and future business planning.
* Ensuring all resources are focused on appropriate priorities to maximise positive impact and initiates action to reallocate when necessary.
Skills and Experience:
* Exceptional customer care skills, the ability to role - model best practice and drive customer care standards.
* Significant experience working within customer care including line management of staff.
* Strong planning and organising skills and the ability to priortise regional workload to ensure plans are executed.
* Strong communication skills in both English and Arabic.
M.H. Alshaya Co. is a leading international franchise operator for over 70 of the world's most recognised retail brands including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang's, The Cheesecake Factory, Victoria's Secret, Boots, Pottery Barn and KidZania. The company operates over 2,600 stores across diverse customer sectors: Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings and Leisure & Entertainment.
Alshaya's stores can be found in markets across the Middle East and North Africa, Russia, Turkey and Europe and the company employs more than 40,000 people from over 110 nationalities.
Skills and Experience:
* Exceptional customer care skills, the ability to role - model best practice and drive customer care standards.
* Significant experience working within customer care including line management of staff.
* Strong planning and organising skills and the ability to priortise regional workload to ensure plans are executed.
* Strong communication skills in both English and Arabic.
M.H. Alshaya Co. is a leading international franchise operator for over 70 of the world’s most recognised retail brands including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, Victoria’s Secret, Boots, Pottery Barn and KidZania. The company operates over 2,600 stores across diverse customer sectors: Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings and Leisure & Entertainment.
Alshaya’s stores can be found in markets across the Middle East and North Africa, Russia, Turkey and Europe and the company employs more than 40,000 people from over 110 nationalities.
The company has established itself as the industry leader across these territories through a combination of local market understanding and a comprehensive commitment to customer service. Growth in each of its operating divisions and brands is supported by continuous investment in talent and infrastructure. It applies best practices in retail operations, merchandising, marketing, information technology, logistics, real estate, human resources and financial controls.
M.H. Alshaya Co. is the retail business of the Alshaya Group, which was founded in Kuwait in 1890 and today represents one of the most dynamic companies in the Middle East. In addition to its retail operations, the Alshaya Group is active in a number of other sectors including real estate, automotive, hotels, trading and investments. |