Overview Of The Role:

The Customer Support Centre Agent plays a pivotal role in ensuring a seamless customer journey by providing a hassle-free, consistent, inspiring, and rewarding experience for all non-face-to-face interactions. The purpose of the role is to build and retain long-lasting relationships with both new and existing customers, ensuring positive shopping experiences that foster trust in the IKEA brand and contribute to commercial growth. The agent is responsible for managing various customer interactions efficiently, including social media, email, and call resolutions, while adhering to set processes and guidelines to achieve the best possible customer outcomes.

What You Will Do:

• Ensure all cases are accurately raised in CRM for follow-up and accurate data recording.
• Follow up and resolve all customer emails and social media complaints within 24 hours of receipt.
• Adhere to department action plans to improve customer experience and maintain consistency.
• Strive for first call resolution by proactively finding and offering solutions to customers.
• Communicate positively, friendly, and empathetically with customers to ensure a consistent experience.
• Monitor the transport management system and contact customers when delays are expected or if customers have requested call-backs through drivers' tablets.
• Arrange schedules and workloads to ensure coverage at all times, thereby enhancing service levels and customer experience.
• Follow guidelines and SOPs set by the health and safety department to ensure a safe working environment.
• Report any risks, hazards, and unusual activities to the senior or manager immediately.
• Follow department guidelines and processes to ensure the customer support center operates optimally and efficiently.
• Adhere to department business and action plans agreed upon by the department management team.
• Review mystery shopping reports, customer feedback, complaints, and questions, and adjust plans accordingly.

Skills

Required Skills To Be Successful:

• Proficiency in Excel and computer literacy.
• Strong thinking and analytical skills.
• Effective communication skills.
• Interpersonal skills including strong people and time management, problem-solving capabilities, and confidence.

What Qualifies You For The Role:

• High School diploma.
• Fluency in Arabic and English.
• Similar previous experience in a call center role, retail background preferred.
• Experience with Genesys and CRM systems is advantageous.