UAEN Part Time Customer Support Center Agent | Retail | IKEA Fujairah
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Key skills for this role
About the Role
Overview Of The Role: The Customer Support Centre Agent is responsible for enhancing the customer journey across various channels by building positive relationships with customers and reinforcing brand trust.
Key Skills for This Role
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Of The Role
The Customer Support Centre Agent is responsible for enhancing the customer journey across various channels by building positive relationships with customers and reinforcing brand trust.
The role focuses on resolving customer inquiries swiftly and effectively, ensuring high levels of satisfaction and engagement.
A successful agent will leverage communication skills to provide empathetic and professional support, while continuously seeking process improvements to support sustainable growth.
What You Will Do
- Ensure all customer cases are accurately logged in the CRM system for proper follow-up and reliable data reporting.
- Respond to and resolve all customer emails and social media complaints within 24 hours of receipt.
- Adhere to departmental action plans to continuously improve customer experience and ensure a consistent service approach.
- Strive to resolve customer queries during the first interaction by identifying needs and offering effective solutions.
- Communicate with customers in a professional, friendly, and empathetic manner to ensure a consistent and positive brand experience.
- Actively highlight serious customer escalations to leadership and the resolution team, ensuring timely visibility of critical issues.
- Share relevant customer feedback to enable prompt corrective actions and drive service improvement.
- Participate in assurance (QA) processes taking ownership in quality evaluation.
- Contribute to improvement in overall KPIs and Pulse CX scores through consistent quality service delivery.
Required Skills To Be Successful
- Exceptional communication skills with ability to engage effectively with customers.
- Proficiency in CRM software for managing and documenting customer cases.
- Strong problem-solving skills with a focus on First Call Resolution.
- Empathy and patience when dealing with all types of customer interactions.
What Qualifies You For The Role
- Prior experience in customer service, preferably in a retail environment, is required.
- Strong communication skills, both written and verbal, with a friendly and professional demeanor.
- Ability to work under pressure and multitask, ensuring customer issues are resolved promptly.
- Proficiency with CRM systems and social media platforms.
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