• Al Futtaim UAE Careers | Contact Center Agent | IKEA

    Al Futtaim UAE Careers | Contact Center Agent | IKEA

    Location: Dubai - United Arab Emirates
    Published:

    Job Description

    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.

    You 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. You 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.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:


    • Performance Management

    • 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

    • Follow department action plans to ensure an improved customer experience and a constant approach

    • Work towards achieving first call resolution by finding and offering a solution to the customer

    • Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer

    • The transport management system should be monitored, and customers contacted when delays are expected or when customers have requested a call back through

    • People

    • Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved

    • Health & Safety

    • Follow all guidelines and SOP’s set out by the health and safety department to ensure a safe working environment

    • Report any risks hazards and unusual activity to your senior or manager immediately

    • Cost Control

    • Follow department guidelines and processes to ensure that the Customer Support Centre operates at optimal efficiency

    • Business Planning

    • Follow the department business plans and action plans as agreed by the department management team

    • Health & Safety

    • Follow all guidelines and SOP’s set out by the health and safety department to ensure a safe working environment

    • Report any risks hazards and unusual activity to your senior or manager immediately

    • Cost Control

    • Follow department guidelines and processes to ensure that the Customer Support Centre operates at optimal efficiency

    • Business Planning

    • Follow the department business plans and action plans as agreed by the department management team

    • Business Planning

    • Follow the department business plans and action plans as agreed by the department management team


    Job Requirements

    • UAE National

    • Live and share the IKEA values every day

    • High School graduate

    • 2+ years experience in call center or contact center

    • Experience working with Genesys / CRM systems is an advantage

    • Retail background

    • MS Excel and computer literate

    • Thinking and Analytical Skills

    • Effective Communication

    Job Details

    Company/Organization: Al Futtaim

    Employment Type: Full-time

    Job Location: Dubai Festival City, Dubai, United Arab Emirates

    Application Deadline: N/A

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