Call Centre Assistant | Retail | IKEA Jebel Ali

Call Centre Assistant | Retail | IKEA Jebel Ali We are looking for a Call Centre Assistant to ensure a seamless customer journey by providing a consistent, inspiring, and rewarding customer experience for all non-face-to-face interactions. You will play a key role in building and retaining long-lasting relationships with new and existing customers, ensuring a positive shopping experience that creates trust in the IKEA brand. Job Location: Dubai, United Arab Emirates Job Industry: Retail & Customer Service Job Function: Customer Support & Service Management Job Type: Full-Time Salary: Negotiable Gender: Any Key Responsibilities: - Accurately raise all customer cases in CRM for follow-up and precise data recording. - Resolve customer emails and social media complaints within 24 hours of receipt. - Achieve first call resolution by finding and offering appropriate solutions to customer issues. - Communicate positively, friendly, and empathetically with customers to maintain brand trust. - Monitor the transport management system and proactively contact customers about delivery delays or callback requests. - Arrange schedules and workloads to ensure correct coverage at all times, optimizing service levels and enhancing the customer experience. - Follow all health and safety guidelines to maintain a safe working environment and report any risks or unusual activity to management. - Ensure optimal efficiency in the call center by adhering to department guidelines and processes. - Support business planning by following departmental action plans as directed by management. Required Skills and Experience: - 2-3 years of experience in a similar role, preferably in a call center or customer support environment. - Call center experience with Genesys/CRM systems is an advantage. - Strong analytical skills and effective communication abilities. - Excellent interpersonal skills with the ability to build and maintain customer relationships. - Strong people and time management skills to ensure efficient service delivery. - Retail background, particularly with IKEA or similar brands, is highly desirable. What We Offer: - Competitive salary package with performance-based incentives. - Opportunity to work with a leading retail brand in the MENA region. - Comprehensive health and life insurance plans. - Professional development and training programs to enhance leadership skills. - Collaborative work environment focused on customer satisfaction and innovation. - Access to exclusive Al-Futtaim employee benefits. About Al-Futtaim Group 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 - the Al-Futtaim Group employs more than 35,000 employees across over 20 countries in the Middle East, Asia, and Africa. Al-Futtaim Group partners with over 200 of the world 's most admired and innovative brands. By upholding values of respect, excellence, collaboration, and integrity, Al-Futtaim Group continues to enrich the lives and aspirations of its customers every day. Note: If special instructions for how to apply are mentioned in the job description, please follow them accordingly.