Customer Satisfaction Manager | Al Futtaim Lexus | Dubai

About the Position:

We are currently looking for experienced and technically competent Customer Satisfaction Manager to join Al-Futtaim Lexus in Dubai.

You will be responsible for improving the quality of customer service in all departments and creating customer loyalty. Your key accountabilities are as follows:

• Being the final decision making authority for all customer feedback and complaints (vehicle changes or refunds to be in consultation with the business GMs
• Being the final decision making authority for customer goodwill spend
• Being the main interface between Lexus and Government Authorities (eg Ministry of Economy’s Consumer Protection Department, Courts, Police etc)
• Being the main interface between Lexus and TMC Customer Relations Department
• Managing the Lexus customer care department and all its staff
• Creating corporate trust based on integrity and fair handling of all enquiries and complaints
• Providing relevant information in reports from SAP to the Customer Services Manager
• Sourcing information on competitor models to assist in the production of relevant product knowledge training
• Proactive engagement of 3rd parties outside of the complaint cycle to increase customer awareness of our activities, as well as increasing our awareness of customer needs. e.g. appearances on Noor Dubai, Customer focus groups.