Customer Support Centre Agent | Retail | IKEA RSO Jebel Ali

Job Requisition ID: 173030 

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 crucial role in ensuring a seamless customer journey by offering a hassle-free, consistent, inspiring, and rewarding customer experience with high quality for all non-face-to-face contacts. The role is central to building and retaining long-lasting relationships with new and existing customers, ensuring a positive shopping experience that builds trust in the brand before and after visits, directly contributing to commercial growth and reputation enhancement.

What You Will Do:

• 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.
• Work towards achieving first call resolution by finding and offering a solution to the customer.
• Communicate with all customers in a positive, friendly, and empathetic manner to provide a consistent customer meeting.
• Monitor the transport management system and contact customers when there are delays or if they have requested a call back through the driver’s tablet. 
• Arrange schedules and workloads to ensure correct coverage at all times, thereby improving service levels and customer experience.
• 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 a senior or manager immediately.
• Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency.

• Adhere to cost planning tools and budget constraints while maintaining service quality. 

• Follow the department business plans and action plans as agreed by the management team.
• Use mystery shopping reports, ICSS, support centre KPIs, and customer feedback to refine action plans and improve service delivery.

Required Skills To Be Successful:

• Effective communication skills.
• Strong interpersonal and time management skills.
• Problem-solving ability.
• Proficiency in using CRM systems and other relevant software.

What Qualifies You For The Role:

• High School diploma.
• Proficiency in Arabic and English.
• Similar experience in previous roles, ideally in a call center.
• Familiarity with Genesys/CRM systems and a retail background.
• Excel proficiency and general computer literacy.

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.