Business Excellence Executive - Automotive - Dubai
Al Futtaim Private Company LLC, United Arab Emirates
Job Description
Business Excellence Executive
Job Purpose:
The Business Excellence Executive will function as a key strategist and portfolio Executive for Customer business. This position will drive business enhancement and Customer satisfaction.
Overall, the executive will be responsible for driving process improvement resulting in greater efficiency in Customer Satisfaction and profitability for the company.
Key Responsibilities:
Focused CRM activities:
Build relationship with present Customers and develops connection points in other areas identifies new business - Inbound and Outbound Calls
Assist Service Campaigns
Leads efforts to maximize Customer satisfaction and Retention
Strategic growth on Customer Satisfaction:
Listens to the voice of Customers and provides input and ideas for Enhancement
Team development for Service delivery:
Coaches and Mentors the Customers Service personals in all aspects of Customer serving skills
Responsible for Trainings on Customer Service Skills for all the Customer service personals
Business Knowledge and Thought Leadership:
Takes leadership role on projects and provides update and recommendations by working with other Service Personnel’s
Subject matters expertise acts as a resource within the Team
Build and Develop Customers communication plan:
Meets regularly with the Customer support Team to have an action plan Monthly, Quarterly and Yearly on Customers Satisfaction Index and Business growth.
Qualifications, Experience & Skills:
Minimum Qualifications and Knowledge: Certified Trainer in Customer Service / bachelor’s degree in Sales and Marketing
Minimum Experience:
3+ years of Automotive experience
Project team experience Direct and Indirect reporting structures
Excellent Telephone, Customer Service and Presentation Skills
Expert in service especially Automotive Industry – Retention Measurement.
Ability to Learn and Understand data and it uses for assigning products
Intermediate knowledge of Microsoft office, including word excels and Power point.
Job Specification
Job-Specific Skills: Planning, Organizing, Telephone etiquettes and Excellent Communication skills
Behavioural Competencies :
Competent to handle Customer concerns and recommend appropriate solutions
Competent to analyse Customers VOC & recommend corrective action plans.
Competent to handle Team / Group of associates
Competent to analyse Business growth and deliver Presentations in Management meeting
Competent to deliver Trainings on Customer Service
KGM
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