Customer Support Centre Agent | Retail | IKEA Dubai

Job Description

Job Requisition ID: 156382 Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions automotive, financial services, real estate, retail and healthcare employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the worlds most admired and innovative brands. Al-Futtaim Groups entrepreneurship and relentless customer focus enables the organization to continue to grow and expand responding to the changing needs of our customers within the societies in which we operate. By upholding our values of respect, excellence, collaboration and integrity Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every dayRole Purpose: Ensure a seamless customer journey by offering a hassle free, consistent, inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. This includes in particular: Build and retain a long lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth Key Role Specific Accountabilities: Performance Management:

• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording
• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received
• Follow department action plans to ensure an improved customer experience and a constant approach
• Work towards achieving first call resolution by finding and offering a solution to the customer
• Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer
• The transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back through the drivers tablet

People:

• Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved

Health and Safety:

• Follow all guidelines and SOPs 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

Cost Control:

• Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency

Business Planning:

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

Person Specific:Minimum Qualifications and Knowledge: High SchoolArabic/English speakerMinimum Experience: Similar experience in previous role Call centre experience working with Genesys/CRM systems is an advantage Retail backgroundJob-Specific Skills: Excel and computer literate Thinking and Analytical Skills, Effective Communication Behavioral Competencies: Thinking and Analytical Skills, Effective Communication Interpersonal Skills, Strong people and time management skills, Problem Solving, ConfidentAbout Al-Futtaim RetailAl-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencers in both regions with over 75 stores offering both fashion & food options. Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference

Keyskills :
Excel Problem Solving Time Management Analytical Skills Retail Communication People Management CRM

About Company

The Al-Futtaim Group is a large conglomerate based in Dubai, United Arab Emirates.As a family-owned business, we take a long-term view in everything we do, because we believe that sustainable success requires uncompromising commitment.
That’s the reason why some of the world’s most admired and innovative brands from the USA, UK, Japan, Sweden, France, Germany and Switzerland – from sectors as diverse with each other as automotive, retail, real estate and finance – trust Al-Futtaim with their own reputation and commercial success since the 1930s.
And through our inherent customer-centric approach and relentless pursuit of perfection, we add significant value – connecting consumers in 20+ markets with these brands in contemporary, powerful, meaningful and emotional ways that create longstanding relationships based on loyalty and mutual trust.