Customer Support Centre Agent | IKEA

Job Requisition ID: 171415 

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 world's most admired and innovative brands. Al-Futtaim Group’s 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 day

Overview of the Role

You will ensure a seamless and inspiring customer experience across all non-face-to-face contacts, building trust and long-term relationships that contribute to commercial growth.

What You Will Do

• Accurately log all cases in the CRM system for proper follow-up and data tracking.
• Respond to customer emails and social media complaints within 24 hours, ensuring timely resolution.
• Follow department action plans to consistently improve customer experience.
• Aim for first call resolution by providing effective solutions promptly.
• Communicate with customers in a positive, friendly, and empathetic manner to maintain brand trust.
• Monitor the transport management system and proactively contact customers about delays or callback requests.
• Arrange schedules and workloads to ensure adequate coverage and maintain high service levels.
• Follow all health and safety guidelines and SOPs to maintain a safe working environment.
• Report risks, hazards, or unusual activities immediately to senior staff or management.
• Adhere to department processes and guidelines to optimize customer support center efficiency.
• Follow the department’s business and action plans as directed by management to meet goals.

What You Will Need

• Call center experience, preferably with Genesys or CRM systems.
• Background in retail is advantageous.
• Proficient in Excel and computer literate.
• Strong analytical and thinking skills.
• Effective communication skills.

About Al-Futtaim Retail

Al-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 Spencer’s 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…

About Al-Futtaim IKEA

GROWING TOGETHER...

We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people.

Al-Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.