Job Description
Job Requisition ID: 166141
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
Handle assigned cases/create C4C where Voice of customer and data is recorded
Manage voice of customer as per TMC way of complaint handling.
Thoroughly investigate the concern (customer feedback, service center feedback, your own opinion, showroom)
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.
Ask key questions mainly around the incident, vehicle details, customer request
Reappraise the concern seriousness and make a winwin decision.
Understand the relationship between the customer and Brand for retention and Kaizen purposes.
Discuss dissatisfied cases with Line Manager and make sure you try to convert up to 15% into satisfied. [provide case report]
Goodwill Management:
Manage customer expectations.
Raise/escalate potential buyback cases to Line Manager
Prepare Goodwill approval request to Line Manager for final approval.
Manage Compensation limit.
Avoid Buyback (Refund/Replacement)
Obtain approvals/prepare calculation sheet.
Consumer Protection Authorities (MOE/DED/Court/Police/Municipality):
Attend all cases coming from the above government entities, make sure you receive customer complaints/request by email and make sure you have a written acknowledgement or response on the same day
Maintain excellent relationship with MOE/DED officials by weekly/monthly meetings or communication.
Educate consumer protection agents about brand warranty terms.
Flag and escalate high-risk cases/potential Recalls.
Attend Court Reconciliation sessions.
Discuss the court case with Line Manager and Legal department .
Avoid Court escalations by offering a reasonable goodwill if possible.
Attend and escalate police or municipality interactions to Line Manager
Internal Stakeholders support:
Join road test with customer and technical advisor from service center in order to duplicate the customer concern whenever needed
Involve technical experts (After sales management/DP) for transparency and better outcome (technical report If needed) / repeated repairs (maximum 2 attempts)
Discuss warranty rejection with warranty team .
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:
Customer Complaint Resolution: Proficiency in handling and resolving customer complaints efficiently, demonstrating empathy and effective communication.
Investigation Skills: Ability to conduct thorough investigations of customer concerns, including analyzing feedback and gathering information from multiple sources.
Interpersonal Skills: Strong listening skills and the ability to build rapport with customers to make them feel heard and valued during interactions.
Analytical Skills: Competence in analyzing customer feedback and service data to identify areas for improvement and engage in proactive problem-solving.
Stakeholder Engagement: Effective communication and relationship management skills to maintain and foster relationships with internal stakeholders and external consumer protection authorities.
About the Team:
Reporting to the Head of Consumer Relations, you will be an individual contributor and working in a busy environment. What equips you for the role:
Relevant Education: A bachelor’s degree, which provides foundational knowledge and analytical skills necessary for the role.
More than 4 years of experience in customer service or customer relations, giving a deep understanding of customer needs and service dynamics.
Knowledge of Consumer Protection Laws: Familiarity with regulations and the workings of consumer protection authorities, which is essential for managing external relationships and legal considerations.
Experience in Complaint Handling Systems: Knowledge of or experience with complaint management systems (e.g., C4C) for efficient handling and tracking of customer complaints and resolutions.
About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.
