Customer Service currently operates in ten countries across the Middle East and North Africa and works closely with colleagues in Russia, Turkey and Central Eastern Europe to help build consistent customer service standards and experience across Alshaya. The Customer Care Team ensure great customer service is at the heart of Alshaya's business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed. In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.
The Role:
You will supervise all customer service matters relating to your geographical zone's service performance and act as a coach to your assigned stores and/or assigned projects.
Specific responsibilities include:
- Conducting periodical visits to stores within your functional area to build relationships with internal customers- Developing a clear understanding of SHOPPIE standards and the customer service offering- Assisting and supporting service education initiatives aligned to the Group Customer Service initiatives by conducting classroom style training sessions- Scheduling and conducting in-store activities especially for those that have not achieved their defined service performance metrics. Activities include coaching, observation visits, store manager meetings, and other in field activities as deemed necessary.- Recording the store activities on the Remedy systliDeveloping improvement plans with Operations to achieve brand / store targets- Managing all Group Customer Service programmes within your functional area and reporting to the Regional Manager on all progresses in order to meet the objectives.
Skills and Experience:
- A university degree is essential (minimum Bachelor's degree, any subject area)- A minimum of 5 years' related work experience is required- Administration and management skills - knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources- High proficiency in work processing, spreadsheet and presentation software- Knowledge of project management frameworks is an advantage.
M.H. Alshaya Co. is a leading international franchise operator for over 70 of the world's most recognised retail brands including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang's, The Cheesecake Factory, Victoria's Secret, Boots, Pottery Barn and KidZania. The company operates over 2,600 stores across diverse customer sectors: Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings and Leisure & Entertainment.
Alshaya's stores can be found in markets across the Middle East and North Africa, Russia, Turkey and Europe and the company employs more than 40,000 people from over 110 nationalities.
Job Details
| Date Posted: | 2014-09-28 |
| Job Location: | Kuwait |
| Job Role: | Customer Service |
| Company Industry: | Retail/Wholesale |
| Monthly Salary: | US $7,000 |
Preferred Candidate
| Career Level: | Management |
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Date Posted: September 28, 2014 at 11:53AM
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Area Manager - Customer Service - Kuwait - M.H. Alshaya Co.
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