UAEN Customer Support Centre Agent | Retail | IKEA Fujairah
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Key skills for this role
About the Role
Al-Futtaim seeks a Customer Support Centre Agent for IKEA Fujairah to provide exceptional non-face-to-face customer service. The role involves handling inquiries via email and social media, resolving complaints, and coordinating with teams.
Key Skills for This Role
Responsibilities
- Accurately raise cases in CRM for follow up and data recording
- Resolve all customer emails and social media complaints within 24 hours
- Achieve first call resolution by finding solutions for customers
- Monitor transport management system and inform customers of delays
- Communicate positively and empathetically to enhance customer experience
- Arrange schedules and workloads to ensure service levels and customer experience are maintained
- Ensure correct coverage at all times for improved service delivery
- Follow health and safety guidelines and SOPs to maintain a safe working environment
- Report risks, hazards, or unusual activity to management promptly
- Adhere to department guidelines to ensure customer support center operates efficiently
- Follow department business plans and action plans as agreed by the management team
Requirements
- High School diploma
- Fluency in Arabic and English
- Experience in call centers, preferably with Genesys/CRM systems
- Retail background advantageous
- Proficient in Excel and computer literacy
Full Job Posting
Overview Of The Role
- The Customer Support Centre Agent plays a vital role in ensuring a seamless customer journey by providing an exceptional non face to face customer service experience.
- This position involves building long lasting relationships with new and existing customers to foster trust and promote commercial growth.
- The role is centered on efficient communication, quick resolution of issues, and maintaining high service standards through precise and effective management of customer interactions.
What You Will Do
- Accurately raise cases in CRM for follow up and data recording.
- Resolve all customer emails and social media complaints within 24 hours.
- Achieve first call resolution by finding solutions for customers.
- Monitor transport management system and inform customers of delays.
- Communicate positively and empathetically to enhance customer experience.
- Arrange schedules and workloads to ensure service levels and customer experience are maintained.
- Ensure correct coverage at all times for improved service delivery.
- Follow health and safety guidelines and SOPs to maintain a safe working environment.
- Report risks, hazards, or unusual activity to management promptly.
- Adhere to department guidelines to ensure customer support center operates efficiently.
- Follow department business plans and action plans as agreed by the management team.
Required Skills To Be Successful
- Effective communication skills.
- Strong analytical and thinking skills.
- Proficiency in problem solving.
- Excellent interpersonal skills and time management.
What Qualifies You For The Role
- High School diploma required.
- Fluency in Arabic and English.
- Experience in call centers, preferably with Genesys/CRM systems.
- Retail background advantageous.
- Proficient in Excel and computer literacy.
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