UAEN Customer Support Centre Agent | Retail | IKEA Fujairah

Job Requisition ID: 178970 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

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.

We’re 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.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.