Customer Service Executive

    Al-Futtaim

    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, 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.

    About The Role

    To build and support customer retention through maintenance and execution of Service Maintenance Contracts (SMC’s).Provide system solutions and frontline support to ensure SMC’s are transacted as seamlessly as possible. Monitor SMC purchase trends and provide actionable analysis to maximize profitability. Monitor SMC usage and flag any malpractice that does not adhere to, or is a breach of, guidelines set out in the Standard Operating Processes (SOP). Strong co-ordination with Marketing, Corporate (fleet) aftersales department and retail workshops to ensure business processes related to SMC’s and RMC’s are efficiently executed. Strong pricing acumen required to ensure no margin erosion occurs.

    KEY ACCOUNTABILITIES

    Creation and Maintenance of SMC package database

    Support frontline through Service Contracts Service Desk for:

    • Contract Transfer
    • Contract Termination
    • Refund Pay-out Requests
    • Contract Re-instatement

    Repair Maintenance Contract (RMC) creation and pricing

    System support for SMC’s sold through new units

    SMC related reporting / analysis

    About You

    QUALIFICATIONS, EXPERIENCE, & SKILLS:

    Minimum Qualifications and Knowledge:

    • Graduate / Post Graduate qualification
    • Strong Microsoft Office skills, especially in Excel
    • ERP experience (SAP IS AUTO)
    • Working knowledge of BI reporting attributes.

    Minimum Experience:

    • 5 years’ experience in a relevant position
    • Automotive aftersales experience is mandatory

    Job-Specific Skills:

    • Basic knowledge of SAP
    • Excellent communication (written and spoken) & Interpersonal skills.
    • Good PC skills including proficiency in MS Office, MS Excel & MS Power Point.
    • Time management skills and ability to work under pressure is a must.

    Behavioural Competencies:

    • Problem Solving, Time Management

    REF-SS

    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.

    To apply for this job please visit www.afuturewithus.com.