Resolution Representative Al Futtaim Private Company (LLC)

The role of Country Resolution team - Specialist is designed to efficiently resolve all non-face-to-face customer complaints within 48 hours and improve the overall customer experience across various channels. The specialist is responsible for ensuring a seamless and inspiring customer journey by providing great quality service. The role aims to build and retain long-lasting relationships with customers by ensuring a positive shopping experience that fosters trust in the brand and contributes to commercial growth.

What You Will Do:

• Resolve all social media complaints within 48 hours, as measured by the social media report and CEC & CRM KPI.

• Resolve DED complaints within 24 hours, as measured by DED report and CEC & CRM KPIs.

• Resolve VOC - NPS survey alerts within 48 hours, tracked by the NPS report.

• Coordinate and resolve all Oman-related complaints, requests, and aftersales using CEC & CRM KPIs.

• Follow up and resolve all customer escalations ensuring customer expectations are met, monitored by CEC & CRM KPIs.

• Follow up and process all pending web refunds and cancellations, measured by CEC & CRM KPIs.

• Proactively follow up with CU and customers on all missing and out of stock items, keeping customers informed and meeting expectations using CEC & CRM KPIs.

• Analyze customer feedback from complaints and escalations and share with stakeholders such as stores, service providers, CU & Digital team using CEC & CRM KPIs.

• Follow up with CU & all service providers on unfulfilled orders and set the right expectations with customers using CEC & CRM KPIs.

• Follow the department business and action plans as agreed by the department management team.