| Job Location | Abu Dhabi, United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Accounting |
| Functional Area | Not Mentioned |
National_Consumer Relations Manager | Al Futtaim Group | Automotive | HSSE | Abu DhabiOverview of the roleHandling customer complaints sales & after sales & collaborations with consumer protection.˙What you will do˙VOC & Complaint handlinga)˙˙˙Handle assigned cases/create C4C where Voice of customer and data is recordedb)˙˙˙Manage voice of customer as per TMC way of complaint handling.c)˙˙˙Thoroughly investigate the concern (customer feedback, service center feedback, your own opinion, showroom)d)˙˙˙Call/meet customer concerns with quality listening and body language skills, show understanding and empathy do not interrupt while customer is telling his story make him feel heard and valued.e)˙˙˙Ask key questions mainly around the incident, vehicle details, customer requestf)˙˙˙Reappraise the concern seriousness and make a winwin decision.g)˙˙˙Understand the relationship between the customer and Brand for retention and Kaizen purposesh)˙˙˙Discuss dissatisfied cases with Line Manager and make sure you try to convert up to 15% into satisfied. [provide case report]˙Goodwill Management :a)˙˙˙Manage customer expectationsb)˙˙˙Raise/escalate potential buyback cases to Line Managerc)˙˙˙Prepare Goodwill approval request to Line Manager for final approvald)˙˙˙Manage Compensation limite)˙˙˙Avoid Buyback (Refund/Replacement)f)˙˙˙Obtain approvals/prepare calculation sheet˙Consumer Protection Authorities (MOE/DED/Court/Police/Municipality):a)˙˙˙Attend all cases coming from the above government entities, report in C4C system, make sure you receive customer complaints/request by email and make sure you have a written acknowledgement or response on the same dayb)˙˙˙Maintain excellent relationship with MOE/DED officials by weekly/monthly meetings or communicationc)˙˙˙Educate consumer protection agents about brand warranty terms.d)˙˙˙Flag and escalate high-risk cases/potential Recalls.e)˙˙˙Attend Court Reconciliation sessionsf)˙˙˙Discuss the court case with Line Manager and Legal departmentg)˙˙˙Avoid Court escalations by offering a reasonable goodwill if possibleh)˙˙˙Attend and escalate police or municipality interactions to Line Manager˙Internal Stakeholders support:a)˙˙˙Join road test with customer and Technical advisor from service centre in order to duplicate the customer concern whenever neededb)˙˙˙Involve technical experts (After sales management/DP) for transparency and better outcome (technical report If needed) / repeated repairs (maximum 2 attempts)c)˙˙˙Discuss warranty rejection with warranty teamd)˙˙˙Collaborate with NSD (service contract department) whenever service contract was granted as goodwill and make sure it is reflecting in the system
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