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Job Description
UAE National Customer Support Centre Agent | Retail | IKEAOverview of the roleEnsure 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 growthWhat you will doPERFORMANCE 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
Keyskills :
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