Customer Support Representative - Resolution | Retail | IKEA RSO Jebel Ali

Job Requisition ID: 167618 

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

Resolve all customer complaints and requests within 48 hours, across all channels in the UAE.

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.

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.

What you will do

• Provide expertise claims support by reviewing, researching, investigating, negotiating and resolving all types of claims as well as recovery and resolution for customers
• Resolve all social media complaints within 48 hours
• Resolve DED complaints within 24hours
• Resolve VOC - NPS survey alerts within 48 hours
• Coordinate & Resolve all UAE & Oman related Complaints, Requests & Aftersales
• Follow up & Resolve all customer escalations and ensure customer expectations are met
• Following up & processing all Pending WEB refunds and cancellation
• Proactively following up and coordinate with Central Unit warehouse operations (CU) in UAE and customers on all missing and out of stock items and ensuring customers are kept informed and their expectations are met
• Analysing customer feedback from all complaints & escalations and sharing it with all stake holders (Stores, Service providers, CU & Digital team)
• Following up with Central Unit & all service providers on unfulfilled orders and setting the right expectations with all customer
• Follow the department business and action plans as agreed by the department management team
• Assist in the planning, prioritization, and scheduling of help desk activities to ensure continuity of service
• Analyze activities and develop tools and process improvements to optimize service
• Simulate or recreate user problems to resolve operating difficulties
• Take initiative to identify any day to day issues encountered, System, workflow and procedural
• Recommend systems modifications to reduce user problems (feedback to Digital Team)

Required skills to be successful

• Good Communication Skills
• Problem Solving Skills
• Thinking & Analytical Skills
• Excel & computer literate

What equips you for the role

• Must have minimum 2 years of CSC (Customer Support Center)  / Store resolution team experience
• Arabic/English speaker
• Navision  (IKEA)
• Social Media savy
• Knowledge on IKEA Product and services
• Should have experience working on CRM & Navision & Genesys

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.