Department Manager, Customer Support Services

ADNOC Distribution is on a journey to change the retail landscape, delivering tangible actions to facilitate progress in providing sustainable mobility solutions for our customers. We are taking bold and transformative steps to grow our domestic and international footprint for our customers. We are customer-centric, offering digitally enabled journeys and providing innovative products and services to drive accelerated and sustainable development for the future of mobility. ADNOC Distribution markets, sells, and distributes transportation fuel to both retail and commercial customers. We also run non-fuel services at our service stations.

• Monitoring and supervising a team of mystery shoppers to ensure they pose as regular customers to gauge and report on the quality of products, customer service, and environment of the entire service station to which they are assigned.
• Providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Key mandate is to follow-up on the team`s findings by resolving customer pain points and suggesting new initiative to improve our customer service standards on station level.
• Developing, implementing, and maintaining a system of quality testing for the Customer Services provided by service station staff.

Lead and manage the activities of mystery shoppers

• Accomplish department objectives by supervising and organizing and monitoring the team of Mystery Shoppers. Ensure the site visits are allocated to everyone on a weekly basis Review and submit a written report detailing the shopping experience after each station visit conducted by the team.
• Disclose competing interests, including prior loyalty to or dislike of particular stores or products.
• Compile and analyze the feedback provided by team for various locations on the customer service, the general environment, and detail if specific standards are being met.

• Observe and determine factors that might require improvement.Optimize the resource allocation to ensure station network coverage.
• Complete operations by developing schedules, assigning, and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures.
• Controls expenses by gathering and submitting budget information, scheduling expenditures, monitoring variances, and implementing corrective actions. 

Enhance Customer Support Experience

• Implement support best practices and processes. Provide management support for escalated customer issues. measure & report on customer support performance.

• Bachelor’s degree in business or equivalent.
• MBA or equivalent post-graduate qualification from an internationally recognized business school is preferred.
• 100% willingness to travel and being mobile.
• 10 years relevant experience including at least 4 years in positions training and capability management responsibilities in Business Excellence, Information system, and Internal Control Audit.
• Relevant experience in customer experience, customer service improvements, on the job coaching and training capabilities, strong leadership skills.
• Professional certification in business process re-engineering or quality standards will be preferred.
• UAE Driving license.