Customer support centre agent - united arab emirates, dubai

Customer support centre agent | retail | ikea rso jebel alioverview 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 growth what you will doperformance managementensure that all cases are accurately raised in crm for follow up and accurate data recordingensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being receivedfollow department action plans to ensure an improved customer experience and a constant approachwork towards achieving first call resolution by finding and offering a solution to the customercommunicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customerthe 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 peopleresponsible 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 safetyfollow all guidelines and sop’s set out by the health and safety department to ensure a safe working environmentreport any risks hazards and unusual activity to your senior or manager immediately  cost controlfollow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency business planningfollow the department business plans and action plans as agreed by the department management team skillsrequired skills to be successfulexcel and computer literatethinking and analytical skills, effective communicationinterpersonal skills, strong people and time management skills,problem solving, confident what equips you for the rolecall centre experienceretail backgroundworking with genesys/crm systems is an advantage

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