Customer Support Centre Agent - Contact Center - IKEA Job in United Arab Emirates
Al Futtaim Private Company LLC , United Arab Emirates

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

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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.