Customer
- Proactively drive customer feedback programmes and encourage customers to participate in active campaigns.
- Randomly engage with customers to get feedback on their shopping experience and on the services offered to them.
- Ensure that customer complaints and enquiries are dealt with in accordance with Home Centre’s SOPs and KPIs.
- Regularly monitor mystery shopping feedback, addressing all key areas of concern with the team.
- Ensure a consistently high standard of service, handling complaints and managing requests and escalations.
Offer
- Support CRM in ensuring that the customer service training for the team is duly completed.
- Conduct regular product and services training to ensure clear understanding of features, selling skills and after sales service.
- Ensure that the department team is well trained on all relevant tools to obtain requisite information and provide necessary assistance to customers.
- Personally deal with more complex issues, including requests, exchange, refund and compensations.
People
- Ensure that the CR team is adequately resourced by planning resources effectively and liaising with team members.
- Maintain effective relationships with floor colleagues, back office and head office to ensure the effective delivery of customer services.
- Regularly assess the effectiveness of the team, especially in terms of quality and efficiency of service.
- Monitor and report progress and performance, provide feedback and take appropriate corrective action.
- Ensure that personal targets and deadlines are met.
- Effectively lead, manage and motivate the team to meet businesses objectives.
- Deliver on service level components and take personal responsibility for the resolution of issues.
- Providing ad-hoc support to the CRM as required.
- Ensure seamless induction and on boarding of new hires and provide necessary support and guidance to the new joiners.
- Drive engagement and motivation in the team through fast resolution of work related issues and grievances.
- Effectively liaise with warehouse, Call Centre and other stakeholders.
- Create reports as and when required.
Preferably a Graduate degree in Business Administration with specialization in Retail Management / Sales
3+ years of work experience of which at least 2-3 years should have been as a supervisor for a category, preferable in a large retail format store
Our journey started in 1973 with a single store in Bahrain. Since then, we have grown into a global retail and hospitality group. The proud creator of 25 plus value led, own-built brands across retail, hospitality, food, and leisure.
Over the years, our UAE - based group has evolved into a comprehensive retail and hospitality entity, with over 2200 retail stores, leisure, and hospitality outlets, panning the GCC, Middle East, India, Southeast Asia, and Africa. Today, Landmark Group is one of GCC's largest omnichannel retailers and India's top home and fashion retailer.
We take immense pride in the organic growth of our retail brands, which have blossomed into household names. From Max, Splash, Babyshop, Centrepoint, Shoemart, Homecentre, Emax, Fitness First, to Funcity, to name a few, our brands span across a multitude of categories, enriching the lives of countless families over the past decade.