Customer Support Centre Agent

Job Description

UAE National_Customer Support Centre Agent | IKEA Regional Service Office | Jebel Ali, DubaiOverview of the roleEnsure a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for Home Delivery Journey.This includes in particular:Carry out the tasks of central routing to improve overall performance of last mile delivery of services for both stores and online orders by ensuring an up to date, accurate capacitiesTo build and retain a long-lasting relationship with new and existing customers/Suppliers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth.Using Key Performance Indicator (KPI) to know areas for improvement, potential and to be shared to stores, service providers and other stakeholders.What you will doPERFORMANCE MANAGEMENT

• Ensuring that capacity for both store and online orders are maintained with the correct system set up

1. Prepares capacity template for store and online orders
2. Prepares Service Providers set up in the system
3. Ensure all services are linked to collect template

• Preparing appropriate plans and schedules in order to meet Delivery and Assembly needs.
• Maintaining the KPI reports and preparing an action plan for those areas of concerns.
• Preparing the daily delivery and assembly schedule of stores order
• To Ensure all delivery and assembly jobs are routed with accurate data recording.
• To Ensure that allocation of fleet resources is done efficiently to meet the productivity and lead time criteria
• Monitor the contingency plans to meet theDelivery and Assembly needs in field with service providers.
• Ensure all system procedures are adheres as per policy / SOP?s
• Monitor the feedback from service providers and implement action plan accordingly
• Ensure to increase the productivity of service providers by efficient resource allocation.
• Ensure that transport management system is monitored and utilized
• to reduce repetitive work
• To contribute to the department?s action plan and taking ownership for its delivery

• Ensure the availability to help and support colleagues when needed.
• To actively work together with other store functions to continuously improve the shopping experience for the customers in order to drive sustained long-term profitability.
• To value other colleagues ?ways of working
• To share knowledge with other colleagues and encourage them to do the same.
• Have desire to learn and want to improve skills, using this to the benefit of the IKEA Brand and for growing personally.

• To Follow department guidelines and processes to ensure that the Routing department operates at optimal efficiency
• To understand the impact of actions on the financial results of the area and know which results influence over and how to balance this with the needs of my customers.
• Seek effective ways of working to reduce costs
• To understand Customer Relations action plan and support the goals and targets

• Follow all guidelines and SOP?s set out by the health and safety department to ensure a safe working environment
• Report any risks hazards and unusual activity to your senior or manager immediately

• Follow the department business plans and action plans as agreed by the department management team

Keyskills :