UAEN Customer Support Center Agent | Retail | IKEA

Overview Of The Role

The Customer Support Centre Agent plays a critical role in ensuring a seamless customer journey by providing exceptional service for non-face-to-face contacts. The primary goal is to build and retain long-lasting relationships with both new and returning customers, fostering brand trust through positive shopping experiences that support commercial growth. This role requires effective communication and problem-solving skills to deliver a hassle-free, consistent, inspiring, and rewarding customer experience.

• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording.
• Follow up and resolve all customer emails and social media complaints within 24 hours of being received.
• Adhere to department action plans to enhance customer experience consistently.
• Work towards achieving first call resolution by providing solutions to customer inquiries.
• Communicate with customers positively, friendly, and empathetically to ensure consistent engagement.
• Monitor the transport management system, contacting customers as needed for delays or callbacks requested through the driver's tablet.

• Excellent communication and interpersonal skills
• Proficient use of computer and MS Office
• Strong problem-solving ability
• Customer focus and service orientation

• High School diploma required.
• Minimum of 2 years experience in a similar customer service role.
• Proficient user of computer and MS Office software.
• Strong organizational skills with a high level of accuracy.
• Excellent communication and interpersonal skills.
• Problem-solving capabilities.
• Good command of English;
  Arabic language skills preferred.