Regional Customer Support Center Agent at Al-Futtaim

Cafe Manager

Regional Customer Support Center Agentat Al-Futtaim

The Job: Regional Customer Support Center Agent

About you

You have an eagerness and passion to want to help customers. You are empathetic and are able to solve problems with customer centric solutions. Also, You are able to work under pressure and can persuade others. You have good organizational skills.

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
  • 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

About the role

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.

 

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 improvement

Apply On Company Site

November 6, 2018

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