About Al-Futtaim IKEA
GROWING TOGETHER.
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.
About you
You have the ability to work in a fast retail environment. You are enthusiastic about assignments and working with others in a team. You are able to prioritize and plan tasks to reach the targeted results. You have a passion for home furnishing, retailing and how people live at home.
What’s more, we believe that you have the following knowledge, capabilities and motivation:
Live and share the IKEA values every day
High School Graduate
3-4 years in a similar role or Customer Service
Computer literate like MS Office applications like Excel & Outlook, etc.
Knowledge in working with Genesys & CRM systems is an advantage
Customer Focus & Team Player
Effective Communication & Problem Solving skills
Strong People and Time management skills
Good English communication skills, preferable Arabic speaker
About the position
You are responsible to 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 ensure to 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.
Key Specific Accountabilities:
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 and 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
#LI-POST19
A few more things for you
Interest? Then please join us for a rewarding career journey!
We are 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.