Job Title:  Warehouse Assistant - Al Futtaim Logistics - Dubai Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary:   The Warehouse Assistant - Al Futtaim Logistics will perform investigation of customer claims, perform sales returns, new model parts bin assignment and dispatching of deliveries.  You will ensure that all warehouse KPI’s are achieved as per the target. You will act as an Assistant Team Leader and helps the team in performing their tasks correctly.   Key Duties and Responsibilities:   Check accuracy of the picked items Check accuracy of case shipping unit labels with destination Assist in investigating DR claims by physical checking of stocks and comparing it with the current book quantity then submit the investigation result to the storekeeper. The Warehouse Assistant - Al Futtaim Logistics will perform bin location assignment for NMP, stock transfers and bin location update in SAP with 100% accuracy. Investigate warehouse denials and determine root cause of denials. Report any quality or inventory discrepancy issues. Communicate positively with team leaders and fellow workers to coordinate deliveries Assist in keeping facility clean, neat, safe and operating efficiently   Qualifications, Skills and Experience: The ideal candidate for the Warehouse Assistant - Al Futtaim Logistics role should possess a Secondary Diploma or any Trade related Certificate. Two to three years’ experience as a Warehouse In-Charge / Assistant in the automotive industry. You must have knowledge about variety of practices and procedures within the warehouse including warehouse safety procedures and protocol. Knowledge of SAP EWM is a definite advantage

Job Title:  Flight Attendant - DC Aviation Al-Futtaim Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: Reporting to the Cabin Crew Manager (CCM), the main role and function of a Flight Attendant is the provision of safe professional flights in conformance with stipulated DC Aviation Al-Futtaim company procedures. In addition, these duties shall be carried out in accordance with the requirements of the UAE General Civil Aviation Authority regulations. Flight safety shall be the main objective, followed by customer satisfaction through excellence in service. Key Duties and Responsibilities:   The Flight Attendant will be ensuring all GCAA and DC Aviation Al-Futtaim company requirements are upheld when reporting for duty (correct documentation is carried; fit to fly and carry out all Cabin Crew duties). Participating in pre-flight safety briefing with Cockpit Crew and Purser. Maintaining and adhering to DC Aviation Al-Futtaim grooming standards. Conducting pre-flight checks of on-board Safety & Emergency equipment in their relevant area, reporting any defects to the Commander immediately. Conducting a pre-flight and post-flight security check in their relevant area, reporting a cabin clear or any findings to the Commander immediately. Conducting a pre-flight check on the cabin management system and in-flight entertainment system, reporting any defects to the Commander immediately. The Flight Attendant will also be sourcing, ordering, checking and storing all in-flight catering in a safe, professional manner. Ensuring pre-flight that all required service equipment, cabin amenities and required documentation are available and in good working order. Welcomes and assists guests during the boarding process. Confidently conducts the required DC Aviation Al-Futtaim pre-flight passenger safety briefing. The Flight Attendant will promptly passing the ‘Cabin Secure’ notification to the Cockpit Crew. Providing excellent DCAF Quality Customer Service in-flight to all guest, assisting any guests which may require special attention. Ensuring the cabin, galley, washrooms and crew rest area are kept clean, tidy and secured during, taxi, take-off, turbulence and landing. Assisting guests during the disembarkation process and ensuring all relevant arrival documentation (such as Immigration & Customs landing cards) have been completed prior to doors opening. Communicating any cabin/equipment issues to the Commander for inclusion in the TLB. Completing a DC Aviation Al-Futtaim Voyage Report after each duty/flight and sending the report to the CCM. Cleaning, re-stocking and de-catering the aircraft. Attending a monthly Aircraft Review Day. Assisting when required at the DC Aviation Al-Futtaim FBO facility. Other duties / tasks as assigned by management within scope of area of responsibility   Qualifications, Skills and Experience: The Flight Attendant should have completed GCAA approved aircraft specific Safety & Emergency training. Successful completion of all relevant internal DC Aviation Al-Futtaim training courses. High level knowledge of relevant GCAA regulations and procedures relating to the role. High level of experience in VVIP aviation / First Class service Detail oriented methodical approach to solving/performing tasks Ability to handle multiple tasks and work under pressure Pride in performing to the best of own ability Good communications and interpersonal skills  

  Job Title:  Rental Contract Administrator - Commercial Automotive & Heavy Equipment - FAMCO Al Futtaim Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Key Duties and Responsibilities:   Planning Contract Review: Establish initial lines of communications with Customers and Clients, ensure prices and delivery schedule are as quoted / per Master Contract / Agreement, identify and prioritise other “deliverables”, e.g.: QA/QC and / or HSE Plan, and promptly highlight differences / risks, etc. to the Contract Manager. Contract Administration: Establish individual files and tracking procedures for deliveries, other “Deliverables”, invoicing and payments, etc.  Ensure Customers and Clients receive regular and accurate updates on deliveries and details of the cause of any delays.  Coordinate with Customers and Clients to ensure satisfactory Contract performances Claim Investigation / Special Projects: Ensure all claims are fully documented and reported on in a timely manner.  Elevate action to Contract Manager / Senior Management as necessary. Cross Functional Support / Training: Assist other Departments, e.g.: Logistics / Finance as necessary. Organisation & Communication: Organize implementation of effective Contract Administration processes and procedures on multiple Contracts. Maintain effective communications with Clients, Customers and Suppliers, etc. Contract Management: Maintain accurate and current files, documentation and other records. Assist the Contract Manager and Logistics Manager with management of shipments from point of order to delivery at final destination. Ensure prompt decisions on Claims. Ensure timely closeout action. Reporting & Compliance: Prepare and distribute scheduled and ad hoc reports in a timely manner. Maintain compliant records of Contract Management related activities for future reference or audit purposes. Report instances of Supplier unsatisfactory performance to Procurement Manager in a timely manner.   Qualifications, Skills and Experience: The Rental Administrator should have three to five years of procurement, supply, inventory and logistics administration across multiple facilities / disciplines within the Middle East, ideally, in relation to US Government contracting and subcontracting (ISO standards, FAR and DFAR regulation) and / or within the Automotive industry. Commercial automotive / heavy equipment would be ideal. Experience with working on multiple commodities and variety of services, with proven ability in contract and purchasing negotiations Experienced PC User, familiar with ERP systems such as SAP, MS Office, MS Project, email and Internet Knowledge and application of industry standard procurement processes and procedures. Ability to work independently, where necessary with little supervision and be capable of advising / making best business practice decisions. Knowledge and application of industry standard procurement processes and procedures. Ability to work independently, where necessary with little supervision and be capable of advising / making best business practice decisions.  

Job Title:  Wash Bay Operator - Al Futtaim Logistics Company Name: Al Futtaim Private Company LLC Location: Abu Dhabi, United Arab Emirates (UAE)   Job Summary: The Wash Bay Operator - Al Futtaim Logistics will be in charge in washing vehicles in CFS/KIZAD wash bay and to ensure the equipment’s are kept in a neat and serviceable condition. You will ensure that the yard is neat and clean. You will be maintaining the wash bay pump and other equipment and assist day shift mechanic as and when necessary.   Qualifications, Skills and Experience: The ideal candidate for the Wash Bay Operator - Al Futtaim Logistics should have one year of experience in car wash bay. You should have adequate knowledge of wash bay pump and washing material.

Job Title:  HR Specialist - Project Management - Corporate Services Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The HR Specialist - Project Management - Corporate Services will support with the project policy review process, track the changes efficiently, consolidate the final policies, and assist with implementation plan/delivery, including delivery and communication.   Qualifications, Skills and Experience: The ideal candidate should have proven record of accomplishment in HR project management and delivery including maintaining an action log and change requests Must have experience in drafting/editing HR policy documentation, SOP’s, Employee Handbooks, HR Process Maps Excellent English verbal and written communication skills Computer proficiency in the use of word and spread sheets Attention to detail, must be organised and efficient. Ability to analyse and concisely explain verbally and in writing. Ability to multi-task within a demanding environment.

Job Title:  Site Supervisor - Al Futtaim Auto Center Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Site Supervisor - Al Futtaim Auto Center will provide an excellent aftersales service to the customer whilst ensuring the achievement and exceeding monthly target. As a Site Supervisor you will manage the workshop store operations and exercise control of the staff. You will be responsible of receipts, issues, storage and availability of stock and materials, consumables and tools. You will also be in charge of workshop administration and ensure that the assigned service jobs are executed in line with established work procedures, time standards and housekeeping standards.   Qualifications, Skills and Experience: The ideal candidate for this role should be a Technical School Graduate or a Degree or Diploma holder. At least three to five years’ experience in Tyre or Automotive workshop as a Mechanic with experience of management and administrative functions. Ability to perform minor and major repairs of tyres & batteries and other mechanical services. You should have strong administrative and interpersonal skills and be able to display excellent communication skills with an ability to demonstrate a positive, enthusiastic and friendly attitude while being able to work well with others.

Job Title:  Customer Service Representative – Hertz (2 Jobs) Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Customer Service Representative will be responsible to improve overall customer satisfaction by ensuring that the customer is dealt within a pleasant and professional manner by adhering to agree with the Hertz standards concerning vehicle delivery & collection, service & maintenance, end of contracts, exchanges and transfers. You are also expected to ensure that all policies and procedures relating to customer query handling and complaints resolution are strictly adhered in order to meet the expectations of the customers. You will be part of our Hertz Dubai Airport Terminal operations team, reporting to the Customer Service Supervisor. You are also required to assist in preparing reports such as daily vehicle inventory, fleet on replacement, Hertz emergency roadside assistance, vehicle off hire, vehicle aging and etc. to improve overall efficiency of the department.   Qualifications, Skills and Experience: The ideal candidate for this role should be a Diploma or College Degree graduate. Two years’ experience in customer service preferably from the car rental industry. You should have the ability to build and maintain friendly, warm relationships with customer. Excellent communication skills and the ability to use computer applications with the ability to display customer focus with the ability to demonstrate a positive, enthusiastic and friendly attitude while being able to deal with the customers and work in a team.

  Job Title:  Personal Driver - Domestic Assistant Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Key Duties and Responsibilities:  Transporting family and visitors to and from various city locations. Perform daily pre- and post-trip vehicle inspections. Maintained family vehicle cleanliness on a daily basis. Perform vehicle maintenance such as refueling, oil changing, and other minor task. Maintain a professional personal appearance & demeanor.   Qualifications, Skills and Experience: The applicant for the Personal Driver - Domestic Assistant must have relevant qualifications

Job Title:  Barber - Toys R Us Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Barber - Toys R Us will provide a range of hair care services as part of a routine session, including shampooing, cutting, coloring, styling, and blow-drying.   Key Duties and Responsibilities:  Advising clients on their kids hair care needs. Maintaining an appointment calendar through scheduling. Learning and perfecting new styles and techniques. Maintaining and updating client records. Maintaining workstations and sanitizing tools and equipments.   Qualifications, Skills and Experience: The applicant for the Barber - Toys R Us must have relevant qualifications  

Job Title:  Installation Engineer - Elevators - Al Futtaim Engineering Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Installation Engineer - Elevators - Al Futtaim Engineering will be responsible for Project Management, Installation, Testing, Commissioning and Handing Over of Lifts & Escalators. The role will report to the Installation Manager and will be based out of Garhoud Area, Dubai.   Key Duties and Responsibilities:   Managing a medium sized Projects from installation to hand over stage Monitoring site progress and take corrective actions if there is delay in execution. Ensuring the progress meet the planned against the resources provided. Preparing the Method Statement and Risk Assessment Installation, T&C of Lifts and Escalators as per company standard Ensure proper procedures are adopted in installation, T&C. Handover the units to client and Maintenance Department as per contract agreement Submit payment applications on time and collect Payment Certificates. Identify the potential variations in the project and inform the Project Manager / Installation Manager Adhere to Quality Procedures of company QMS, maintain the reports. Inspect the installation stage wise and ensure no snags in installation. Arrange consultant / Third party inspections Conversant in understanding mechanical drawings, wiring diagrams and specification Fair knowledge in international / local standards. Able to train the down the line people in installation, T&C. Adhere to and ensure compliance with company safety standards and procedures Achieve company’s HSE objectives   Qualifications, Skills and Experience: The applicant must hold a Degree or Diploma in any engineering discipline Good knowledge MS office. Arabic speaking is added advantage. Five years of experience in elevator field Experience in GCC countries is added advantage Understanding of MS Project or Primavera programs. Testing and commissioning of Lifts Age: 28 to 40 years.  

Job Title:  Legal & Admin Assistant Arabic speaking Company Name: Swisslinx Middle East Location: Dubai, United Arab Emirates (UAE)   Key Duties and Responsibilities:   Supporting the Head of Legal, your responsibilities will include: Undertaking assignments as instructed by the Head of Legal General administration duties; preparation of management reports, legal advice documents and case summary for litigation etc. Assisting the company in procurements, leasing, corporate governance etc. Booking travel (tickets, hotels, etc) for the Head of Legal   Qualifications, Skills and Experience: The applicant must hold a Bachelor’s Degree Previous experience providing assistance to a lawyer or head of legal Fluent English AND Arabic Based in the UAE

Job Title:  Home Decor - Sales Executive - Tanagra - Abu Dhabi Company Name: Chalhoub Group  Location: Abu Dhabi, United Arab Emirates (UAE)   Job Summary: The Home Decor - Sales Executive - Tanagra - Abu Dhabi is responsible for delivering an outstanding guest experience to all customers and using appropriate sales techniques and product knowledge to reach the sales targets. In addition, the Sales Executive is responsible for stock replenishment, promotion of products and new launches, and cash handling.   Key Duties and Responsibilities:  Sales Achievement : Achieve the sales target by using advanced sales techniques and product knowledge Focus on selling and up selling. Guest Experience : Build and maintain guest experience standards in order to build strong loyalty Communicate with customers to assess and satisfy their needs, and meet or exceed their expectations. Merchandising Maintain high standards of Visual Merchandising housekeeping in term of cleanness, display and stock rotation Implement all merchandising as per the brand’s visual merchandising guidelines. Other: Cleaning, prepare stock in hand, participate in inventories.   Qualifications, Skills and Experience: The applicant should have relevant skills, experience and qualifications

Job Title:  UAE National - Admin Supervisor - Al Futtaim Motors - Lexus Service Centre Company Name: Al Futtaim Private Company LLC Location: Abu Dhabi, United Arab Emirates (UAE)   Job Summary: The Admin Supervisor for Al Futtaim Motors – Lexus Service Center in Abu Dhabi will support staff & customer in reception by providing domestic feeling. Utilize all resources up to maximum level to exceed customer expectation. Improve CSV & NPS score.   Key Duties and Responsibilities: Welcome Lexus guest as per Lexus standard Demonstrate a very pleasing temperament while solving customer concern. Attend to customer inquiries regarding Workshop timings, telephone numbers, locations, etc. Normal inquiries are handled by the job holder herself. In case technical information or any other serious nature, the inquiries are directed to the concerned person for their handling. Direct Lexus guest to concerned person like service manager, service advisor, appointment staff, and cashier as required.   Qualifications, Skills and Experience:  The applicant must hold a Bachelor’s Degree or Equivalent Four to five years of relevant experience in a reputed organization in a similar role Job-Specific Competencies: Able to Read, Write and Speak English fluently. Arabic as native language, Management & customer handling skill Behavioural Competencies : Integrity, Analytical, Customer Oriented, Follow up, Oral Communication, Team work, Planning and Organizing, Perseverance, Assertiveness and Task Orientated.  

Job Title:  Customer Service / Sales - Quicksilver - Dubai Marina Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Customer Service / Sales - Quicksilver - Dubai Marina will combine a professional and positive approach with enthusiasm for the Quicksilver product and the Brand.  You will use your product knowledge and experience to provide an exceptional shopping experience within the Quicksilver stores and be confident in driving sales. You will report to the Store Manager and your daily responsibilities will include participating in the sales floor replenishment, sales and offering exceptional customer service and advice.   Qualifications, Skills and Experience:  The applicant should have previous retail experience, be commercially aware of new trends and keep up with regional season trends in the market. Good team player Excellent communication and interpersonal skills Good spoken English and Arabic. Excellent customer service experience to anticipate and understand customers’ needs and requirements.

Job Title:   Hostess - Lutetia Aesthetic Clinic Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Hostess to join our new high end aesthetic & beauty clinic based Dubai. The clinic will specialise in innovative and non-invasive treatments of aesthetic medicine and will also offer a wide range of powerful and effective hair restoration treatments.  As a Hostess, you will represent our company in a professional and positive approach with enthusiasm for the brand aiming at increasing profitability and customer satisfaction. You will use your excellent customer service and create an exceptional customer experience.   Qualifications, Skills and Experience:  The applicant must be educated Three years of customer service experience handling high profile/VIP clients in the Middle East. Excellent interpersonal relationship and skills Excellent communication skills, vibrant attitude and amicable & pleasant personality.

Job Title:   Senior Process and Compliance Executive -Fashion Division Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Senior Process and Compliance Executive -Fashion Division will support the Management team within the Fashion Division in ensuring that all operational, inventorial and financial controls are adequately & uniformly formalized and implemented for the respective business units across all geographies to mitigate risk of loss, safeguard assets and improve operational efficiency.   Key Duties and Responsibilities: Assist in cross-functional business projects across Premium Fashion Division. Keenly review controls and Implement standardised compliance systems. Keenly analyse store operations and work flow of the retail stores to identify opportunities. Implement improvements in existing processes to improve operational efficiency Train stakeholders on Processes and Procedures (SOP’s). Review performance on Key operational areas relating to Store Operations and Inventory Control. Monitor and measure the benefits of post process implementation to track progress. Assist in Project Based Engagements and Operational due diligence for new business acquisitions. Implement & develop Critical Path for Store Opening Checklist for Store Closure Cash, Stocks & Fixed Assets Plan, schedule and facilitate Physical Inventory Counts at Premium Fashion Stores as per Al Futtaim standard procedures. Physical Inventory Count Analysis and Consolidation Implement control mechanisms based on Count results Work closely with the Head Office team (Finance, Operations, Logistics and HR departments) and understand their requirements, implement changes within time scales involved. Meet with Store managers, warehouse team, and admin team during store visits to review processes and implement procedures. Attend UAT (user acceptance testing) for IT implementation such as New functionalities on ERP systems, Inventory module etc. Interaction with GIAD & Retail P&C teams for discussing Audit review reports and implement necessary controls based on recommendations provided.   Qualifications, Skills and Experience:  The applicant must hold a Post graduate or College / University Degree At least three to five years of retail operations experience on a supervisory level. Analytical, Time Management, Communication, Leadership, Teamwork, Managing Processes, Reporting Skills. Fashion sector experience would be preferred. Skills: Advanced Excel & MS office, Accounting knowledge, Working knowledge on SAP or other ERP’s.  

Job Title:   Guest Relations Officer - Al Futtaim Trading Enterprises - CJD Company Name: Al Futtaim Private Company LLC   Location: Al Ain, United Arab Emirates (UAE)   Job Summary: The Guest Relations Officer will support the Al Futtaim Trading Enterprises in achieving the monthly and annual objectives through customer service support. This role is responsible for ensuring that all customers are provided with the highest standard of customer service be it from email, phone or walk in.   Key Duties and Responsibilities: The incumbent will also welcome all showroom visitors, log reasons for visit and forwarding to relevant team members. Providing excellent and a delightful customer experience as per company policy and procedures. Efficient and courteous in handling of telephone calls, ensuring clear verbal communication, provide necessary information/guidance to caller and transfer the call to the relevant person, or if required take clear concise message and pass message on to the concerned party. The Guest Relations Officer will also attend to customer inquiries on phone or personal regarding Showroom timings, telephone numbers, locations, etc. Tasked with resolving Customer queries promptly, within company guidelines, before escalating to higher level if necessary. In charge of logging visits (Including time, date and visitor details) Maintaining an up to date knowledge of personnel and procedures. Enter details in Fast Track for customer queries.   Qualifications, Skills and Experience:   The ideal candidate for the Guest Relations Officer UAE job role should possess a good general level of Education. One to two years’ experience in customer services front-end or contact center environment, preferably within Automotive, Retail or Telecom industries. Possess excellent written communication skills including the ability to compile and prepare reports, presentations, submissions and other documents. Excellent organizational and administrative skills, including an ability to meet deadlines and manage a varied workload in a busy environment is a must. Fluent in Arabic and English is mandatory.

Job Title:   Master Technician - Volvo Trucks & Buses Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE) Reports to: Workshop Supervisor   Job Summary: The Master Technician - Volvo Trucks & Buses will be servicing and repairing Volvo Truck & Buses.   Key Duties and Responsibilities: In charge of the day-to-day service and maintenance activities of Volvo Truck & Bus inside the branch workshop and the field. Correctly diagnose and repair faults on Volvo Trucks & Bus. Timely and accurate machine fault diagnosis and high level of ‘first-time fix'. Work closely with the Supervisor / Foreman to ensure that jobs are completed within stipulated manufacturers or local standard times Responsible for the highest levels of work quality and customer satisfaction. Able to write Clear Field Service Reports after completion of each job and obtain customer approval/payment. Recommend preventive maintenance and repair solutions to maximize machine uptime and reduce risk of breakdown. Ability to conduct duties in a workshop environment or independently travel to worksites in various locations. Awareness of Health & Safety and environmental impact of tasks performed, including adherence to all necessary safe working practices and guidelines. Should be able to understand and interpret maintenance and repair manuals, schematic drawings, electrical circuits etc To act as a mentor and provide guidance to the new technicians wherever applicable. Participate with enthusiasm and attain proficiency in Volvo systems .   Qualifications, Skills and Experience:   The ideal applicant must hold a Diploma or equivalent Technical qualification A minimum of six to eight years of experience in plant equipment workshop with minimum 4 years of experience in Volvo Truck & Bus Sound technical knowledge in Volvo Trucks & Bus repairs and maintenance. Knowledge in handling VOLVO tech tool, diagnostic tool etc. Possess a clean UAE Driving Licence Good team player, Self-motivated and Customer focused nature.

Job Title:   Filler Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Filler will ensure the smooth flow of merchandise from the stockroom to the sales floor, ensuring shelves are full and the customer can shop the store as new.   Qualifications, Skills and Experience: The ideal candidate should preferably hold relevant skills and qualifications to perform the aforementioned job tasks  

Job Title:   Branch Accountant Company Name: Al Futtaim Private Company LLC Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Branch Accountant will mainly provide analytical / commercial processing and information support to GM Pre Owned, National Sales Manager and BUFM as well as ensuring that the financial policies and procedures are applied in the showroom with due diligence. It is the responsibility of the Branch Accountant to verify all cash and cheque deposits; to arrange cheque payments for Pre Owned Vehicles Purchase (Bank & Customer); to ensuring compliance with Accounting and Control related procedures and policies. A requirement for this role is daily, weekly and monthly Sales performance report generation using the SAP and Fastrack systems, and Excel for Toyota and Lexus Pre-Owned . Monthly Sales Executive incentive calculation, paperwork preparation and coordination of sign-off with Management and Finance.   Qualifications, Skills and Experience:   The ideal candidate must be a graduate with a qualification in Accounting Three years of experience in a similar role gained in a large enterprise; ideally in the Automotive industry. ICDL or equivalent computer management certificate is desired for this position. Excellent computer skills - ERP knowledge, preferably SAP and Fastrack system module Excellent English communications skills, both written and verbal.