Overview Of The Role:

The Customer Support Centre Agent plays a critical role in ensuring a seamless customer journey by offering a hassle-free, consistent, inspiring, and rewarding customer experience for all non-face-to-face contacts. The agent strives to build and retain long-lasting relationships with new and existing customers, ensuring a positive shopping experience that reinforces trust in the IKEA brand before and after their visit, ultimately contributing to commercial growth.

What You Will Do:

• Ensure all cases are accurately raised in CRM for follow-up and accurate data recording.
• Ensure all customer emails and social media complaints are followed up and resolved within 24 hours of receipt.
• Work towards achieving first call resolution by finding and offering solutions to customers.
• Monitor the transport management system and contact customers when delays are expected or when a callback is requested through the driver’s tablet.
• Follow department action plans to ensure an improved customer experience and a consistent approach.
• Communicate with all customers in a positive, friendly, and empathetic manner to provide a consistent meeting experience.

Required Skills To Be Successful:

• Flexibility and punctuality.
• High level of accuracy in data entry and communication.
• Strong problem-solving skills.
• Proactivity in identifying and resolving customer issues.

What Qualifies You For The Role:

• High School diploma required.
• Minimum 2 years of experience in a similar customer service role.
• Proficient user of computer & MS Office applications.
• Excellent communication and interpersonal skills, with proficiency in English and preferably Arabic.

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

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