Customer Service Specialist
Job description / Role
Employment: Full Time
About the company
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 organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
Overview of the role
The Customer Service Specialist is responsible for providing exceptional customer service and support to ensure a seamless shopping experience for our customers. This role involves handling customer complaints, supervising daily department operations, coaching the team, and maintaining high standards in both customer service and visual merchandising.Additionally, the Customer Service Specialist will manage specialized services such as Bra Fit, Suit Fit, and Barista services, and will oversee cash handling processes.
What you will do
Customer service and complaint resolution- Provide professional and efficient customer service by addressing inquiries and resolving complaints in a timely and effective manner.
- Act as the first point of contact for escalated customer concerns, ensuring that all issues are resolved to the customer's satisfaction.
- Maintain a calm and positive attitude when handling difficult situations, demonstrating empathy and professionalism.
- Collaborate with the Duty Manager to oversee daily department tasks.
- Coach and support the customer service team to meet performance goals.
- Ensure displays meet the company's visual merchandising guidelines.
- Regularly check the store's appearance to maintain high standards.
- Count and balance cash floats at the start and end of the day.
- Follow company policies to ensure accurate cash transactions.
- Oversee services like Bra Fit, Suit Fit, and Barista to meet customer needs.
- Promote and ensure high-quality service in these specialized areas.
- Customer interaction handling
- Issue resolution techniques to solve problems efficiently
- Knowledge documentation and management
- Response accuracy and clarity
- Compliance awareness
- Report handling and documentation
- Process improvement awareness and implementation
- Basic troubleshooting skills
- Professional communication skills
What equips you for the role
Minimum qualification and knowledge
Education: High school or diploma equivalent
Minimum experience- Minimum of three years of experience in a similar role preferably from the retail industry.
- Customer service experience: Proven experience in customer service and problem-solving.
- Team leadership: Ability to supervise and motivate a team effectively.
- Attention to detail: Maintain high standards in visual merchandising and operations.
- Cash handling proficiency: Experience in managing cash floats and financial procedures.
- Specialized service knowledge: Familiarity with services like Bra Fit or Suit Fit.
- Strong communication: Excellent verbal and written communication skills.
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.
Job Function: Customer ServiceCompany Industry: Retail
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region.Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario.The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.
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