UAE National_Customer Support Centre Agent

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
Overview of the role

Ensure a seamless customer journey by offering an inspiring and rewarding
customer experience with great quality for Home Delivery Journey.
This includes in particular:
Carry out the tasks of central routing to improve overall performance of last
mile delivery of services for both stores and online orders by ensuring an up
to date, accurate capacities
To build and retain a long-lasting relationship with new and existing
customers/Suppliers by ensuring a positive shopping experience that creates
trust in the brand before and after their visit to contribute to commercial
growth. Using Key Performance Indicator (KPI) to know areas for improvement,
potential and to be shared to stores, service providers and other
stakeholders.

What you will do

PERFORMANCE MANAGEMENT
* Ensuring that capacity for both store and online orders are maintained with the correct system set up
* Prepares capacity template for store and online orders
* Prepares Service Providers set up in the system
* Ensure all services are linked to collect template
* Preparing appropriate plans and schedules in order to meet Delivery and Assembly needs.
* Maintaining the KPI reports and preparing an action plan for those areas of concerns.
* Preparing the daily delivery and assembly schedule of stores order
* To Ensure all delivery and assembly jobs are routed with accurate data recording.
* To Ensure that allocation of fleet resources is done efficiently to meet the productivity and lead time criteria
* Monitor the contingency plans to meet the Delivery and Assembly needs in field with service providers.
* Ensure all system procedures are adheres as per policy / SOP's
* Monitor the feedback from service providers and implement action plan accordingly
* Ensure to increase the productivity of service providers by efficient resource allocation.
* Ensure that transport management system is monitored and utilized
* to reduce repetitive work
* To contribute to the department's action plan and taking ownership for its delivery

PEOPLE
* Ensure the availability to help and support colleagues when needed.
* To actively work together with other store functions to continuously improve the shopping experience for the customers in order to drive sustained long-term profitability.
* To value other colleagues 'ways of working
* To share knowledge with other colleagues and encourage them to do the same.
* Have desire to learn and want to improve skills, using this to the benefit of the IKEA Brand and for growing personally.

FINANCIAL
* To Follow department guidelines and processes to ensure that the Routing department operates at optimal efficiency
* To understand the impact of actions on the financial results of the area and know which results influence over and how to balance this with the needs of my customers.
* Seek effective ways of working to reduce costs
* To understand Customer Relations action plan and support the goals and targets

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

BUSINESS PLANNING
* Follow the department business plans and action plans as agreed by the department management team

Required skills to be successful
* Analytical Skills
* Effective Communication
* Interpersonal Skills, Strong people and time management skills
* Problem Solving

What equips you for the role
* Similar experience in previous role
* Retail background
* Excel and computer literate
* Arabic/English speaker

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…