Customer Service Assistant - Call Center

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 Arab 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 organization 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

Job Purpose:

Provide an efficient Customer Chanel for Customer feedback through assisting
customers in a friendly and professional manner with all calls coming into
IKEA Hotline, whether inquiries, suggestions or Complaints. Log all feedback
onto CRM system and send necessary feedback to relevant Departments.

Key Accountabilities:

Customer
* Attends all assigned calls promptly and courteously based on pre-set Call Center SLA's and KPIs.
* Route calls to relevant Departments and follow-up where necessary.
* Handles customer complaint professionally and responds with efficient solutions and escalates where necessary.
* Briefs the Duty Manager on complaints that require management assistance.
* Enters feedback from all calls onto CRM system for building of knowledgebase.
* Generate daily Call Center reports

Operational
* Operates the store paging and music system.
* Ensures awareness of all emergencies and evacuation procedures and list codes for announcement purposes
* Deals with internal operator issues
* Ensure all system procedures are adhered to as per policy / procedure
* Makes announcements in English and Arabic and pages the relevant person the visitor or co-workers have asked to see.

Job Context:

• Improving the Customer Experience for IKEA CFC by providing an efficient and professional customer channel.


• To represent IKEA brand at the required level


• To maintain store standards to the required level

Minimum Qualifications and Knowledge:

• Graduate or Diploma from Commerce, Marketing or similar field.


• ‎2 years in a similar role.

Job-Specific Skills:
* Call Center skills
* CRM System skills
* Analytical Skills, Effective Communication

Behavioural Competencies :
* Interpersonal Skills
* Business Acumen
* Problem Solving
* Confident
* Leadership Skills
* Strategic Thinking

About Al-Futtaim Retail
Al-Futtaim Retail has established itself as one of the leaders in Retail
across the Middle East, Africa & Asia over the past ‎30 years. We have
developed partnerships with some of the biggest and most respected Brands in
the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex
Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of
the largest Global partners of Marks and Spencer's in both regions with over
‎75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East
for the first time with the exciting launches of Watsons and B&Q and we aim to
continue to be agile and adaptive to our markets with new launches and further
development. For this to be possible we aim to recruit the best talent from
all backgrounds who will continue to challenge and develop our diverse
workforce which includes over ‎100 nationalities across ‎12 countries. Join us
today and make a difference…