UAEN Customer Support Center Agent | Retail | IKEA Fujairah

Job Requisition ID: 174771 

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 pivotal role in ensuring a seamless customer journey by providing a hassle-free, consistent, inspiring, and rewarding experience for all non-face-to-face interactions. The purpose of the role is to build and retain long-lasting relationships with both new and existing customers, ensuring positive shopping experiences that foster trust in the IKEA brand and contribute to commercial growth. The agent is responsible for managing various customer interactions efficiently, including social media, email, and call resolutions, while adhering to set processes and guidelines to achieve the best possible customer outcomes.

What You Will Do:

• Ensure all cases are accurately raised in CRM for follow-up and accurate data recording.
• Follow up and resolve all customer emails and social media complaints within 24 hours of receipt.
• Adhere to department action plans to improve customer experience and maintain consistency.
• Strive for first call resolution by proactively finding and offering solutions to customers.
• Communicate positively, friendly, and empathetically with customers to ensure a consistent experience.
• Monitor the transport management system and contact customers when delays are expected or if customers have requested call-backs through drivers' tablets.
• Arrange schedules and workloads to ensure coverage at all times, thereby enhancing service levels and customer experience.
• Follow guidelines and SOPs set by the health and safety department to ensure a safe working environment.
• Report any risks, hazards, and unusual activities to the senior or manager immediately.
• Follow department guidelines and processes to ensure the customer support center operates optimally and efficiently.
• Adhere to department business and action plans agreed upon by the department management team.
• Review mystery shopping reports, customer feedback, complaints, and questions, and adjust plans accordingly.

Required Skills To Be Successful:

• Proficiency in Excel and computer literacy.
• Strong thinking and analytical skills.
• Effective communication skills.
• Interpersonal skills including strong people and time management, problem-solving capabilities, and confidence.

What Qualifies You For The Role:

• High School diploma.
• Fluency in Arabic and English.
• Similar previous experience in a call center role, retail background preferred.
• Experience with Genesys and CRM systems is advantageous.

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.