Associate Manager - Customer Care Emirati Talent

Role Summary

The Associate Manager oversees capacity management and supports Customer Care Representatives to meet service levels efficiently, while serving as the face and voice of the Carrefour brand across all customer interactions. The role is highly customer-experience focused, involving relationship building, handling inquiries, and ensuring exceptional service across all channels, supported by analytical innovation to maintain quality at a cost-efficient level.

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.
  
  

• Previous sales and retail experience, ideally within FMCG, department stores, or high-end travel and leisure.
• Strong communication skills in both Arabic and English, with high accuracy in written and verbal expression.
• Demonstrates strong technical capability and an understanding of luxury consumer expectations.
• Commercially minded with a strong sales-driven approach and problem-solving ability.
• Flexible, proactive, self-motivated, and energetic with a positive attitude.
• Strong teamwork and leadership skills.