Website Al-Futtaim
Job Details
Job Position – Customer Support Centre Agent
Company Name – Al-Futtaim
A crucial role in ensuring a seamless customer journey by offering a hassle-free, consistent, inspiring, and rewarding customer experience with high quality for all non-face-to-face contacts. The role is central to building and retaining long-lasting relationships with new and existing customers, ensuring a positive shopping experience that builds trust in the brand before and after visits, directly contributing to commercial growth and reputation enhancement.
What You Will Do:
- Ensure that all cases are accurately raised in CRM for follow up and accurate data recording.
- Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received.
- Work towards achieving first call resolution by finding and offering a solution to the customer.
- Communicate with all customers in a positive, friendly, and empathetic manner to provide a consistent customer meeting.
- Monitor the transport management system and contact customers when there are delays or if they have requested a call back through the driver’s tablet.
- Arrange schedules and workloads to ensure correct coverage at all times, thereby improving service levels and customer experience.
- Follow all guidelines and SOPs set out by the health and safety department to ensure a safe working environment.
- Report any risks, hazards, and unusual activity to a senior or manager immediately.
- Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency.
- Adhere to cost planning tools and budget constraints while maintaining service quality.
- Follow the department business plans and action plans as agreed by the management team.
- Use mystery shopping reports, ICSS, support centre KPIs, and customer feedback to refine action plans and improve service delivery.
Required Skills To Be Successful:
- Effective communication skills.
- Strong interpersonal and time management skills.
- Problem-solving ability.
- Proficiency in using CRM systems and other relevant software.
What Qualifies You For The Role:
- High School diploma.
- Proficiency in Arabic and English.
- Similar experience in previous roles, ideally in a call center.
- Familiarity with Genesys/CRM systems and a retail background.
- Excel proficiency and general computer literacy.
To apply for this job please visit www.afuturewithus.com.