Larbi Akharjou

customer service Assistant ManagerFull Time

• Job Details:Responsible for managing & Deploying a team of Customer Service and Concierge of 210 customer service executives and concierges from different nationalities. Set internal & external KPI's of customer experience department, meeting internally and externally expectation. Reporting directly to customer experience Manager and Marketing Director. Implemented ambitious customer journey enhancement to ensure highest level of satisfaction. Work along side with events team, provide support to ensure all events and promotional across each asset in the Aldar retail portfolio hits the expectations. Effective communication and coordination with third-party vendors to ensure quality execution and installation of decor during all retail events. Assist in coordination with retailers in crosspromotional customer service activities to ensure the execution of outstanding events and promotions. Partner with internal and external stakeholders to coordinate events' execution and promotional aspect including the Formula 1 weekend. Support to project manages all events including evaluation planning and execution of outsourcing as appropriate in conjunction with events manager. Maintain communication with all relevant departments to ensure the service delivery is met. Ensure accurate and timely updates to the customer service team operations. Monitor and analyze the team overall performance in order to evaluate the departmental KPIs and training required. Key Contributions: Creation of the virtual Customer Service & and virtual shopping experience for Aldar PJSC at the Yas Mall, implemented for the first time within U.A.E Malls