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 with both English and Arabic language skills.
Alshaya International Trading Co., one of the world's leading retail franchise companies, operates 40 of the world's most recognised retail brands in KSA. With over 600 stores, we are growing fast and looking for talented individuals to join our team.
M.H. Alshaya Co. is a leading international franchise operator for over 75 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 o ...قراءة المزيد