Resolution Representative Retail IKEA Al Ain

Job Requisition ID: 174719

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 worlds 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:

• The Customer Service Assistant - Resolution supports the resolution and troubleshooting team in facilitating communication between customers and delivery suppliers, ensuring that customer complaints from all channels are resolved immediately and effectively. This role is critical in managing customer service interactions to drive sales growth and maintain customer satisfaction, contributing to the overall success and profitability of the IKEA store.
  
  

What You Will Do:

General

• Handle complaints from all channels including social media, store walk-ins, engagement center, and delivery teams, ensuring they are registered and recorded in MV-CRM, and provide resolution within 24 hours.
• Optimize customer relationships to drive sales growth and sustained profitability by understanding the IKEA product range and services and offering alternative solutions that meet individual customer needs.
• Ensure delivery and assembly job routing is done as per business requirement, maintaining efficiency, proactivity, and productivity in daily tasks.
• Highlight repeated manufacturing defects immediately to maintain quality control and update knowledge of current range and assembly instructions to instill customer confidence.
• Follow safety procedures as per the IKEA manual to prevent physical injuries or damage to company or customer property.
• Assist in troubleshooting communication issues between customers and delivery suppliers, ensuring effective resolution of customer complaints across all channels.
  
  

Required Skills To Be Successful:

• Excellent communication and interpersonal skills.
• Strong problem-solving skills.
• Proven ability to demonstrate customer focus.
• Proactive approach to tasks and responsibilities.
  
  

What Qualifies You For The Role:

• High school diploma.
• Minimum 2 years of experience in a similar customer service role.
• Excellent communication and interpersonal skills, with a good command of the English language and proficiency in Arabic preferred.
• Proficient user of MS Office applications.
  
  

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…

About Al-Futtaim IKEA

GROWING TOGETHER...

We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people.

Al-Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.

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