Assistant Customer Service Manager | Emirati Talent
Job Description
JOB TITLE
Associate Manager – Customer Care | Carrefour | MAF Retail
ROLE SUMMARY
The Associate Manager is responsible for capacity planning and operational support for Customer Care Representatives, ensuring they consistently meet service levels in a cost-efficient way. This role focuses on a people-first approach, excellent customer service, and managing interactions with both internal and external customers across multiple channels.
As the face and voice of the Carrefour brand, the Associate Manager oversees all customer interactions, manages inquiries, waiting lists, and customer preferences, and builds long-lasting relationships. With strong analytical skills, the role drives service innovation while maintaining exceptional customer experience standards and optimizing cost per contact. This position supports a customer care operation running 12 hours a day, 7 days a week, in multiple languages.
Key Responsibilities
RESPONSIBILITIES (Role Profile)
Provide capacity management and operational support to Customer Care Representatives to ensure service levels are met.
Manage both online and offline customer interactions, maintaining high-quality service at all times.
Oversee customer inquiries, waiting lists, and preferences, ensuring a seamless experience for all clients.
Drive continuous improvement initiatives and service innovation to enhance customer experience.
Maintain strong internal collaboration to manage resources efficiently and reduce operational costs.
Analyze customer care metrics to identify trends and optimize team performance.
Support multi-language operations and ensure coverage across all operational hours.
Requirements
REQUIREMENTS
Bachelor’s degree in Business Administration, Management, or a related field.
Strong experience in customer service management or contact center operations.
Excellent people management and leadership skills.
Analytical mindset with the ability to optimize operations and reduce costs.
Exceptional communication skills, both written and verbal.
Experience managing multi-language customer support is a plus.
Benefits
Join Carrefour as an Associate Manager – Customer Care and drive outstanding customer experiences by leading a dynamic team, optimizing operations, and building lasting relationships with customers across multiple languages and channels.