To ensure all customers receive the best possible service both inside the showroom and in their homes. To manage and direct (1) a customer-focused Customer Service team of part time and full time Customer Service Officers (CSO) and (2) a design-focused team of Lead Generation Officer (LGO) selling the Complete Home Solution Integrated Design concept. To achieve all targets including monthly CS target of returns by monitoring cash and credit sales and returns performance daily. To ensure that complaints turnaround is on target and customers are handled in a professional and timely manner at all times. To succession plan and participate proactively in recruitment initiatives to maintain high-performing teams. To uphold store standards (returned stock, staff cover and presentation). To determine customer needs, advise and promote sales and services of Home Division (Safat Home, Safat Kids and Cilek).
1. To manage two teams (CS & LGO) to ensure optimum service level and protect sales in all product categories under Safat Home (Furniture, Decorative & Functional Accessories, Soft Home Furnishing with active interaction with Safat Home Shuwaikh based Total Home Solutions team providing product and design service on additional product categories including Sanitary & Tiles, Kitchens, Windows & Doors, Lifts).
2. To train all CS Officers, Lead Takers and Store Team in best practice skills and standards by championing the Service and Mystery Shop Training.
3. To motivate and empower all team members in line with their job objectives; to follow the correct disciplinary and reward nomination procedures where applicable.
4. Maintain succession plan updated. Manage performance of under achievers & proactively follow performance improvement plans.
5. Monitor and coach the team of CSO & LGO to uphold customer expectations, service standards and compliance of returns & complaints policy. This includes ensuring pending returns are closed on time.
6. Ensure returned products are handled with care, to minimise damage and keep shrinkage costs to a minimum.
7. Develop initiative to be updated on the latest product knowledge and customer service initiatives.
8. Promote an optimistic attitude of teamwork within the Customer Service & Home Solution & Design Teams in support of the service culture. Engage in consistent, open and honest communication with the Store Teams.
9. To maintain outstanding healthy relationships with key business partners in supply chain logistics team and other stores, consistently following the correct communication and escalation channels.
10. Meet and greet customers in the showroom, understand their needs and respond in a way that will transform a potentially negative situation into a pleasant customer experience.
11. Provide discounts as applicable (within assigned level of authority) that will enable customer satisfaction, in keeping with company sales strategy.
12. Maintain cleanliness and store standards of all areas of the showroom.
13. Maintain personal and team ’ s professional appearance and conduct at all times.
14. Document prospect customer information in the Safat Home CRM system and communicate commercial feedback and business intelligence from customer interactions and personal observations on products, sales and services.
15. Review all daily reports (service & delivery dashboard). Generate weekly/monthly KPI reports covering complaints & returns service and report on active and prospect leads generated in an honest and accurate way. Anticipate and own results of retail execution checklist report.
16. Ensure that all customers, irrespective of status, gender, ethnicity, education or religion are treated equally.
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1. To manage two teams (CS & LGO) to ensure optimum service level and protect sales in all product categories under Safat Home (Furniture, Decorative & Functional Accessories, Soft Home Furnishing with active interaction with Safat Home Shuwaikh based Total Home Solutions team providing product and design service on additional product categories including Sanitary & Tiles, Kitchens, Windows & Doors, Lifts).
2. To train all CS Officers, Lead Takers and Store Team in best practice skills and standards by championing the Service and Mystery Shop Training.
3. To motivate and empower all team members in line with their job objectives; to follow the correct disciplinary and reward nomination procedures where applicable.
4. Maintain succession plan updated. Manage performance of under achievers & proactively follow performance improvement plans.
5. Monitor and coach the team of CSO & LGO to uphold customer expectations, service standards and compliance of returns & complaints policy. This includes ensuring pending returns are closed on time.
6. Ensure returned products are handled with care, to minimise damage and keep shrinkage costs to a minimum.
7. Develop initiative to be updated on the latest product knowledge and customer service initiatives.
8. Promote an optimistic attitude of teamwork within the Customer Service & Home Solution & Design Teams in support of the service culture. Engage in consistent, open and honest communication with the Store Teams.
9. To maintain outstanding healthy relationships with key business partners in supply chain logistics team and other stores, consistently following the correct communication and escalation channels.
10. Meet and greet customers in the showroom, understand their needs and respond in a way that will transform a potentially negative situation into a pleasant customer experience.
11. Provide discounts as applicable (within assigned level of authority) that will enable customer satisfaction, in keeping with company sales strategy.
12. Maintain cleanliness and store standards of all areas of the showroom.
13. Maintain personal and team ’ s professional appearance and conduct at all times.
14. Document prospect customer information in the Safat Home CRM system and communicate commercial feedback and business intelligence from customer interactions and personal observations on products, sales and services.
15. Review all daily reports (service & delivery dashboard). Generate weekly/monthly KPI reports covering complaints & returns service and report on active and prospect leads generated in an honest and accurate way. Anticipate and own results of retail execution checklist report.
16. Ensure that all customers, irrespective of status, gender, ethnicity, education or religion are treated equally.
Apply Online
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