Customer Support Representative Full Time

Customer Support Representative Jobs in Dubai, UAE

Overview of the role

Resolve all customer complaints and requests within 48 hours, across all channels in the UAE.

Ensure 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.

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 do

• Provide expertise claims support by reviewing, researching, investigating, negotiating and resolving all types of claims as well as recovery and resolution for customers
• Resolve all social media complaints within 48 hours
• Resolve DED complaints within 24hours
• Resolve VOC – NPS survey alerts within 48 hours
• Coordinate & Resolve all UAE & Oman related Complaints, Requests & Aftersales
• Follow up & Resolve all customer escalations and ensure customer expectations are met
• Following up & processing all Pending WEB refunds and cancellation
• Proactively following up and coordinate with Central Unit warehouse operations (CU) in UAE and customers on all missing and out of stock items and ensuring customers are kept informed and their expectations are met
• Analysing customer feedback from all complaints & escalations and sharing it with all stake holders (Stores, Service providers, CU & Digital team)
• Following up with Central Unit & all service providers on unfulfilled orders and setting the right expectations with all customer
• Follow the department business and action plans as agreed by the department management team
• Assist in the planning, prioritization, and scheduling of help desk activities to ensure continuity of service
• Analyze activities and develop tools and process improvements to optimize service
• Simulate or recreate user problems to resolve operating difficulties
• Take initiative to identify any day to day issues encountered, System, workflow and procedural
• Recommend systems modifications to reduce user problems (feedback to Digital Team)

Required skills to be successful

• Good Communication Skills
• Problem Solving Skills
• Thinking & Analytical Skills
• Excel & computer literate

What equips you for the role

• Must have minimum 2 years of CSC (Customer Support Center)  / Store resolution team experience
• Arabic/English speaker
• Navision  (IKEA)
• Social Media savy
• Knowledge on IKEA Product and services
• Should have experience working on CRM & Navision & Genesys.