Customer Support Centre Agent

Customer Support Centre Agent

الوصف الوظيفي

UAE National Customer Support Centre Agent | Retail | IKEA

Overview of the role

Ensure a seamless customer journey by offering a hassle free, consistent, inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. This includes in particular:

Build and retain a long lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth

What you will do

PERFORMANCE MANAGEMENT

• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording
• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received
• Follow department action plans to ensure an improved customer experience and a constant approach
• Work towards achieving first call resolution by finding and offering a solution to the customer
• Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer
• The transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back through the driver’s tablet

PEOPLE

• Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved

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

COST CONTROL

• Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency

BUSINESS PLANNING

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

المهارات

Required skills to be successful

• Excel and computer literate
• Thinking and Analytical Skills, Effective Communication
• Interpersonal Skills, Strong people and time management skills,
• Problem Solving, Confident

What equips you for the role

• Call centre experience
• Retail background
• Working with Genesys/CRM systems is an advantage

تفاصيل الوظيفة

منطقة الوظيفة

الإمارات العربية المتحدة

قطاع الشركة

المحاسبة

طبيعة عمل الشركة

صاحب عمل (القطاع الخاص)

نوع التوظيف

دوام كامل

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

1

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