Associate Manager - Customer Care

JOB TITLE

Associate Manager - Customer Care | MAF Retail | Head Office UAE

Role Summary

The Associate Manager is responsible of providing a superior quality capacity management and support for the Customer care representative to reach their service level in a cost-effective way. The role holder should be a ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with the internal and external customers. Ultimately, he/she should be able to act as the face and voice of Carrefour Brand and manage all customer interactions.

ROLE PROFILE

• Deliver exceptional customer service across all communication channels by adhering to Customer Care Department standards and ensuring a personalized shopping experience.
• Handle complex customer interactions with professionalism, aiming to resolve issues efficiently and turn challenges into positive outcomes.
• Achieve sales targets by leveraging product knowledge and maximizing every customer interaction to drive cross-channel sales.
• Lead daily briefings and debriefings with interns, ensuring clear communication of updates, procedures, and follow-ups while fostering a motivated and focused team environment.
• Utilize CRM and e-commerce systems effectively to manage customer interactions, maintain accurate records, and support seamless order processing.
• Collaborate with internal departments to resolve issues impacting customer orders or returns, ensuring a smooth and consistent customer journey.
• Train, coach, and manage representatives to uphold service excellence, identify development needs, and cultivate a culture of continuous improvement.
• Monitor social media trends and generate weekly insights reports to inform customer engagement strategies and enhance service delivery.
  
  

• Bachelor’s degree from a recognized university, preferably in Business Administration, Communications, or a related field.
• Previous experience in retail, or customer care, ideally within a contact center environment or FMCG sector.
• Excellent verbal and written communication skills in both Arabic and English, with strong attention to detail in grammar, spelling, and pronunciation.
• Proven ability to handle high volumes of customer interactions while maintaining service quality and professionalism.
• High level of technical proficiency with CRM and contact center systems, and a strong understanding of customer service best practices.
• Self-motivated, energetic, and flexible team player with demonstrated leadership skills and a proactive, problem-solving approach.
  
  

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.