Associate Manager - Customer Care Majid Al Futtaim

ROLE PROFILE

• Deliver excellent customer care across all channels, personalize interactions, and handle difficult cases professionally to drive positive outcomes.
• Maximize sales opportunities by sharing product knowledge and increasing units per transaction across all channels.
• Brief and debrief interns daily, ensure follow-up actions, and support their learning on new procedures and updates.
• Use CRM and e-commerce systems accurately, maintain data confidentiality, and ensure adherence to policies and procedures.
• Generate weekly social media insight reports and support continuous improvement in customer service processes.
• Collaborate with internal departments to resolve order and return issues and ensure a seamless customer experience.
• Train, coach, and manage representatives, fostering a development-focused, engaged, and collaborative team culture.
• Follow schedules and forecasts provided by management, ensuring smooth operations and consistent service levels.