JOB TITLE

Senior Associate - Contact Centre | MAF Global Solutions Egypt

ROLE SUMMARY

The role will support the Members Services Manager on delivery of customer obsessed, best in class, effortless service across all tiers of the SHARE rewards programme at the Contact Centre. This includes the development of procedures, processes, recruitment, QA and close loop escalation management.

ROLE PROFILE

• Active management of the SHARE Cairo - Egypt Contact Centre contracted services, responsible for provision of timely product and procedural updates to facilitate best in class customer experience.
• Work with the Manager on the evolution of service through all customer contact points, leveraging technology and training to deliver a seamless, first time resolution approach.
• Knowledge Management creation & timely updates.
• Process creation, optimization, updates, customer journey re-engineering & documentation.
• Work closely with counter party personnel at other SHARE contact centres align on process & procedure, trainings, quality, launch of new products, SLAs, and KPIs .
• Provide access to BU systems, databases, whitelisting of websites required to service the customer
• Work closely with other internal departments to ensure complaints are resolved and enable seamless member experience.
• Definition & process for outbound, upselling, cross selling

REQUIREMENTS

• Experience in designing and implementing wide-scale training programmes.
• Ability to work in a diverse, international company and able to work with multiple stakeholders and matrix managed teams.
• Experience of contact centre design and implementation.
• English and Arabic verbal communication skills.

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.
  

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