Customer Support Centre Agent | Retail | IKEA RSO Jebel Ali

Robinson & Co (Singapore) Pte Ltd; Dubai; On-site; AED 56,000 - 84,000; Full time

Job summary

Al-Futtaim Group is seeking a Customer Support Centre Agent in Dubai to champion a consistent customer journey across non-face-to-face channels. You will log all cases in the CRM, respond to emails and social media within 24 hours, and contribute to service improvements while upholding brand trust.

With 1–2 years in customer service, you will communicate professionally, handle escalations, and deliver empathetic solutions to ensure a five-star experience throughout the shopping journey.

Qualifications

• 1–2 years of experience in customer service or support.
• Proficiency in using CRM systems and logging customer interactions.
• Strong communication skills, both written and verbal, with an emphasis on empathy.
• Ability to handle critical escalations and provide effective solutions in a timely manner.

Responsibilities

• 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.
• Take ownership in quality evaluation and contribute to quality assurance initiatives.

Skills

Excellent communication

CRM proficiency

Empathy

Problem-solving

Tools

CRM software

Job description

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Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview Of The Role:

The Customer Support Centre Agent is responsible for championing a consistent and inspiring customer journey across all non-face-to-face channels. This role is crucial in building meaningful relationships with customers and reinforcing brand trust throughout their shopping experience. The agent will support sustainable growth by ensuring efficient handling of inquiries and complaints, prioritizing customer satisfaction, and contributing to ongoing improvements in service delivery.

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.
• Take ownership in quality evaluation and contribute to quality assurance initiatives.

Required Skills To Be Successful:

• Excellent communication and interpersonal skills.
• Proficiency in CRM software and data reporting.
• Ability to handle customer inquiries with professionalism and empathy.
• Strong problem-solving ability and proactive approach to customer service.

What Qualifies You For The Role:

• Minimum of 1-2 years of experience in a customer service or support role.
• Proficiency in using CRM systems and logging customer interactions.
• Strong communication skills, both written and verbal, with an emphasis on empathy.
• Ability to handle critical escalations and provide effective solutions in a timely manner.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.