National consumer Relations Manager - Abu Dhabi, United Arab Emirates - Al-Futtaim

Al-Futtaim
Al-Futtaim
Verified Company
Abu Dhabi, United Arab Emirates

1 week ago

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Description

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 A"rab 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
Handling customer complaints sales & after sales & collaborations with consumer protection.


What you will do

VOC & Complaint handling
a) Handle assigned cases/create C4C where Voice of customer and data is recorded
b) Manage voice of customer as per TMC way of complaint handling.
c) Thoroughly investigate the concern (customer feedback, service center feedback, your own opinion, showroom)
d) Call/meet customer concerns with quality listening and body language skills, show understanding and empathy do not interrupt while customer is telling his story make him feel heard and valued.
e) Ask key questions mainly around the incident, vehicle details, customer request
f) Reappraise the concern seriousness and make a winwin decision.
g) Understand the relationship between the customer and Brand for retention and Kaizen purposes
h) Discuss dissatisfied cases with Line Manager and make sure you try to convert up to 15% into satisfied. [provide case report]


Goodwill Management:

a) Manage customer expectations
b) Raise/escalate potential buyback cases to Line Manager
c) Prepare Goodwill approval request to Line Manager for final approval
d) Manage Compensation limit
e) Avoid Buyback (Refund/Replacement)
f) Obtain approvals/prepare calculation sheet


Consumer Protection Authorities (MOE/DED/Court/Police/Municipality):

b) Maintain excellent relationship with MOE/DED officials by weekly/monthly meetings or communication
c) Educate consumer protection agents about brand warranty terms.
d) Flag and escalate high-risk cases/potential Recalls.
e) Attend Court Reconciliation sessions
f) Discuss the court case with Line Manager and Legal department
g) Avoid Court escalations by offering a reasonable goodwill if possible
h) Attend and escalate police or municipality interactions to Line Manager


Internal Stakeholders support:

a) Join road test with customer and Technical advisor from service centre in order to duplicate the customer concern whenever needed
b) Involve technical experts (After sales management/DP) for transparency and better outcome (technical report If needed) / repeated repairs (maximum 2 attempts)
c) Discuss warranty rejection with warranty team
d) Collaborate with NSD (service contract department) whenever service contract was granted as goodwill and make sure it is reflecting in the system


Required Skills to be successful

  • Excellent communication skills, both verbal and written
  • Ability to work as a strong team player
  • Able to talk to all levels of the organization, both internal and external

About the Team
As a Consumer relation manager you will be reporting to the Head of consumer relation


What equips you for the role

  • Having more than 4 years customer care / service experience.
  • Having strong Customer service skill
- leadership skills

  • Manage customer expectations
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