Customer Relationship Specialist

Role Overview

Customer Relationship Specialist at Land Mark. The role is based within the Emax division, the largest electronics retailer in the GCC.

Company Overview

Land Mark Group is a global retail and hospitality group founded in 1973, beginning with a single store in Bahrain. The UAE-based group has evolved into a comprehensive retail and hospitality entity with over 2,200 retail stores, leisure, and hospitality outlets spanning the GCC, Middle East, India, Southeast Asia, and Africa. Land Mark Group is one of the GCC's largest omnichannel retailers and India's top home and fashion retailer, operating 25 plus value-led, own-built brands across retail, hospitality, food, and leisure, including Max, Splash, Babyshop, Centrepoint, Shoemart, Homecentre, Emax, Fitness First, and Funcity.

Emax, the largest electronics retailer in the GCC, offers the widest selection of electronics in the UAE with over 800 brands and 100,000 products. The award-winning brand spans multiple categories including photography, IT, mobiles and telecom, accessories, sound and vision, home appliances, health and fitness, gaming, gifting, personal care, car electronics and navigation, home solutions, MP3 and portable players, toys, music and videos, and security solutions. Emax was ranked the 8th Best Place to Work among all retail companies in the GCC according to the GPTW survey 2023. Founded in 2005, Emax now operates over 38 stores across UAE, Oman, and Qatar, with plans to open new stores in the region.

Role Purpose

Act as the primary point of contact for customers, ensuring prompt resolution of queries, concerns, and service requests while overseeing aftersales operations and driving initiatives to improve customer satisfaction and strengthen long-term client relationships.

Key Responsibilities

Customer Service & Query Resolution

• Act as the primary point of contact for customers, ensuring prompt resolution of queries, concerns, and service requests.
• Manage customer complaints in a professional and efficient manner, providing appropriate solutions to maintain satisfaction.
• Advise customers on repair and replacement options in line with company guidelines and product policies.

Aftersales Operations

• Oversee aftersales operations, including repairs, replacements, and exchanges, ensuring all jobs are completed within specified timeframes.
• Organize service administration activities, including logistics of repairs, transportation, and adherence to service procedures.

Coordination & Partnerships

• Coordinate with service centers, suppliers, and internal teams to streamline product repair and replacement processes.
• Establish and maintain strong working relationships with suppliers, partners, and clients to support service delivery and contract renewals.

Performance & Feedback Management

• Monitor team productivity and ensure efficient utilization of resources within the aftersales department.
• Collect, document, and analyze customer feedback from service touchpoints and home deliveries to identify areas for service improvement.

Strategy & Business Development

• Support the development and implementation of annual business strategies to enhance customer retention and aftersales performance.
• Drive initiatives aimed at improving customer satisfaction and strengthening long-term client relationships.

Qualifications & Experience

• 10th pass minimum.
• UG degree in any related course.

Additional Information

• Full details are available on the employer's original posting.