UAEN Customer Support Centre Agent | Retail | IKEA Fujaira

The Customer Support Centre Agent plays a vital role in ensuring a seamless customer journey by providing an exceptional non‑face‑to‑face customer service experience. This position involves building long‑lasting relationships with new and existing customers to foster trust and promote commercial growth. The role is centered on efficient communication, quick resolution of issues, and maintaining high service standards through precise and effective management of customer interactions.

• Accurately raise cases in CRM for follow‑up and data recording.
• Resolve all customer emails and social media complaints within 24 hours.
• Achieve first call resolution by finding solutions for customers.
• Monitor transport management system and inform customers of delays.
• Communicate positively and empathetically to enhance customer experience.
• Arrange schedules and workloads to ensure service levels and customer experience are maintained.
• Ensure correct coverage at all times for improved service delivery.
• Follow health and safety guidelines and SOPs to maintain a safe working environment.
• Report risks, hazards, or unusual activity to management promptly.
• Adhere to department guidelines to ensure customer support centre operates efficiently.
• Follow department business plans and action plans as agreed by the management team.

• Effective communication skills.
• Strong analytical and thinking skills.
• Proficiency in problem solving.
• Excellent interpersonal skills and time management.

• High School diploma required.
• Fluency in Arabic and English.
• Experience in call centres, preferably with Genesys/CRM systems.
• Retail background advantageous.
• Proficient in Excel and computer literacy.