UAEN Resolution Representative | Retail | IKEA Al Wahda

Job Requisition ID: 178252 

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 Resolution Representative is responsible for ensuring a seamless and rewarding customer journey by managing non-face-to-face interactions with precision and care. This role emphasizes building and maintaining lasting relationships with both new and existing customers, thereby contributing to commercial growth. Success in this role involves efficiently resolving complaints, recording accurate data, and ensuring a consistent and positive customer experience that aligns with brand trust. The role is integral in supporting a proactive customer service approach.

What You Will Do:

• Ensure all cases are accurately raised in CRM for follow-up and accurate data recording.
• Resolve all customer emails and social media complaints within 24 hours of being received.
• Follow department action plans to ensure an improved customer experience and a consistent approach.
• Work towards achieving first-call resolution by finding and offering solutions promptly.
• Communicate with all customers positively, friendly, and empathetically to ensure a consistent customer interaction.
• Monitor the transport management system to inform customers of expected delays or to follow up on call-back requests through the driver's tablet.
• Contribute to the commercial growth by maintaining a positive shopping experience that builds trust in the brand.
• Assist in creating and maintaining a hassle-free, inspiring, and rewarding customer experience across non-face-to-face interactions.

Required Skills To Be Successful:

• Flexibility and punctuality to adapt to changing customer needs.
• High level of accuracy in data recording and problem resolution.
• Strong proficiency in customer service and organizational skills.
• Excellent problem-solving skills with a focus on achieving first-call resolution.

What Qualifies You For The Role:

• High School education is required.
• At least 2 years of experience in a similar role.
• Proficient user of computers and MS Office applications.
• Excellent communication and interpersonal skills, with proficiency in English required and Arabic preferred.

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.