UAEN Customer Support Centre Agent | Retail | IKEA Fujairah

Job Requisition ID: 171175

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 A”rab 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 world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation 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 day.

Overview Of The Role:

The Customer Support Centre Agent plays a critical role in ensuring a seamless customer journey by offering a hassle-free, consistent, inspiring, and rewarding customer experience for all non-face-to-face contacts. The agent strives to build and retain long-lasting relationships with new and existing customers, ensuring a positive shopping experience that reinforces trust in the IKEA brand before and after their visit, ultimately contributing to commercial growth.

What You Will Do:

• Ensure all cases are accurately raised in CRM for follow-up and accurate data recording.
• Ensure all customer emails and social media complaints are followed up and resolved within 24 hours of receipt.
• Work towards achieving first call resolution by finding and offering solutions to customers.
• Monitor the transport management system and contact customers when delays are expected or when a callback is requested through the driver's tablet.
• Follow department action plans to ensure an improved customer experience and a consistent approach.
• Communicate with all customers in a positive, friendly, and empathetic manner to provide a consistent meeting experience.
  
  

Required Skills To Be Successful:

• Flexibility and punctuality.
• High level of accuracy in data entry and communication.
• Strong problem-solving skills.
• Proactivity in identifying and resolving customer issues.
  
  

What Qualifies You For The Role:

• High School diploma required.
• Minimum 2 years of experience in a similar customer service role.
• Proficient user of computer & MS Office applications.
• Excellent communication and interpersonal skills, with proficiency in English and preferably Arabic.
  
  

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.