Customer Support Centre Agent | Retail | IKEA

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 Requisition : 175750

• The Customer Support Centre Agent role aims to ensure a seamless and rewarding customer journey through all non‑face‑to‑face interactions. The agent will be responsible for building trust with customers to enhance brand loyalty and contribute to commercial growth. Success in this role involves quick resolution of customer inquiries, effective communication, and process adherence, supporting the strategic objectives and improving the overall customer experience.

• Ensure all cases are accurately raised in CRM for follow‑up and data recording.
• Respond to customer emails and social media inquiries within 24 hours.
• Aim for first‑call resolution by offering solutions to customers.
• Monitor the transport management system and contact customers regarding delays or callbacks.
• Communicate positively and empathically with customers to ensure a pleasant experience.

• Arrange schedules and workloads to ensure optimal service levels are maintained.

• Follow all health and safety guidelines and SOPs.
• Report any risks or hazards to senior management immediately.

• Adhere to department guidelines to ensure optimal efficiency of the support centre.

• Follow department business plans and action plans as agreed by management team.

• Effective communication skills to handle diverse customer interactions.
• Strong analytical thinking skills for problem‑solving and process improvement.
• Interpersonal skills for collaboration and teamwork.
• Time management skills to handle workload efficiently.

• High School diploma, with fluency in Arabic and English.
• Experience in a similar role with call centre and CRM systems like Genesys.
• Retail background is preferred.
• Proficient in Excel and computer literacy.

About Al‑Futtaim Group Real Estate
The real estate development and operations arm of Al‑Futtaim, Al‑Futtaim Group Real Estate is responsible for a multi‑billion‑dollar portfolio across MENA. With high‑quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega‑projects and the leasing, operation and management of these projects after completion, Al‑Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.
Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.
AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations:
Dubai Festival City and Cairo Festival City.

About Al‑Futtaim Malls
Al‑Futtaim Malls provides development and asset management expertise, specializing in building retail‑led super regional malls in prime locations across MENA and beyond. With a proven…