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
