Resolution Representative Retail IKEA Festival City

Job Requisition ID: 176412

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 A”rab 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 organisation 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 role of Country Resolution team - Specialist is designed to efficiently resolve all non-face-to-face customer complaints within 48 hours and improve the overall customer experience across various channels. The specialist is responsible for ensuring a seamless and inspiring customer journey by providing great quality service. The role aims to build and retain long-lasting relationships with customers by ensuring a positive shopping experience that fosters trust in the brand and contributes to commercial growth.

What You Will Do:

• Resolve all social media complaints within 48 hours, as measured by the social media report and CEC & CRM KPI.
• Resolve DED complaints within 24 hours, as measured by DED report and CEC & CRM KPIs.
• Resolve VOC - NPS survey alerts within 48 hours, tracked by the NPS report.
• Coordinate and resolve all Oman-related complaints, requests, and aftersales using CEC & CRM KPIs.
• Follow up and resolve all customer escalations ensuring customer expectations are met, monitored by CEC & CRM KPIs.
• Follow up and process all pending web refunds and cancellations, measured by CEC & CRM KPIs.
• Proactively follow up with CU and customers on all missing and out of stock items, keeping customers informed and meeting expectations using CEC & CRM KPIs.
• Analyze customer feedback from complaints and escalations and share with stakeholders such as stores, service providers, CU & Digital team using CEC & CRM KPIs.
• Follow up with CU & all service providers on unfulfilled orders and set the right expectations with customers using CEC & CRM KPIs.
• Follow the department business and action plans as agreed by the department management team.
  
  

Required Skills To Be Successful:

• Good communication skills.
• Problem-solving skills.
• Thinking and analytical skills.
• Proficiency in Excel and basic computer literacy.
  
  

What Qualifies You For The Role:

• High school education is required.
• Must have a minimum of 2 years experience in CEC/Store resolution teams.
• Arabic/English language proficiency.
• Proficiency in CRM & Navision & Genesys software.
  
  

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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