Overview Of The Role
Manage Telesales operations and team. Support in growing Parts business. Handle customer queries and complaints. Networking and Coordination. Leads managements. Customer Relationships. Plan, Strategy, and Reporting.
What You Will Do
• Develop and achieve customer support objectives by contributing to strategic plans, resolving problems, identifying customer trends, audit compliance, and implementing the required change
• Manage end-to-end Telesales operations including inbound and outbound calls, emails, WhatsApp and other sources of leads.
• Liaise with cross-functional team (Part Advisors, Counter Supervisors, Regional Manager etc.) for sales support, leads and customer concerns • Monitor Key Performance Indicator (KPIs) regularly to achieve the financial and non-financial targets/commitments.
• Handle customer queries, complaints, and conflicts effectively and help team-members with challenging customer issues.
• Identify requirements of team, train, develop & motivate them through feedbacks and communications and make them to respond customer professionally and efficiently.
• Set goals for team and evaluates individual performance reviews and overall team effectiveness with reporting manager
• Support in staff recruitment, identify their training needs and plan training session.
• Develop and enhance the business process for section and ensure the entire operation is fully compliance to company standards.
• Study and evaluate data to improve processes, ensure all resources are properly allocated, and maximize efficiency and customer satisfaction
• Prepare reports and analyze data to assist management in determining customer support center performance and goals
• Perform other responsibilities as and when required for the business and operation.
Required skills to be successful
• Expert in using Electronic Parts Catalogue (EPC) • Experience in automotive after-sales parts / products is preferred
• Strong communication skills, active listening, and phone etiquettes
• Proficiency with technology, software applications, CRM and IVR systems.
About the Team
Reporting to the Dealer Operations Manager and managing a team of telesales coordinators. You will be working in a dynamic and busy After Sales environment wherein you will be dealing directly with different Stakeholders across the organization.
What equips you for the role
• University graduate or equivalent , MBA is plus.
• 5–10-year experience in automotive industry and at least 3 years on supervisor level, managing the team
• Experienced in automotive products, especially knowledge of Spare Parts
• Expertise in Electronic Parts Catalogue, multiple brand knowledge would be plus
Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates. Structured into six divisions; automotive, retail, electronics, engineering and technology, real estate, financial services and general services, Al-Futtaim operates through more than 60 companies and maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. Employing in excess of 20,000 people across the UAE, Bahrain, Kuwait, Qatar, Oman, Egypt, Syria, Pakistan, Singapore and Europe, this approach benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work. The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.
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