Call Center Agent - IKEA

Job description / Role

Call Center Agent - IKEA - Cairo Festival City - Cairo, Egypt

Job Purpose: Provide an efficient Customer Chanel for Customer feedback through assisting customers in a friendly and professional manner with all calls coming into IKEA Hotline, whether inquiries, suggestions or Complaints. Log all feedback onto CRM system and send necessary feedback to relevant Departments.

Key Accountabilities:
- Operates the store paging and music system
- Ensures awareness of all emergencies and evacuation procedures and list codes for announcement purposes
- Deals with internal call center issues
- Ensure all system procedures are adhered to as per policy / procedure
- Makes announcements in English and Arabic and pages the relevant person the visitor or co-workers have asked to see.Attends all assigned calls promptly and courteously based on pre-set Call Center SLA’s and KPIs.
- Route calls to relevant Departments and follow-up where necessary.
- Handles customer complaint professionally and responds with efficient solutions and escalates where necessary.
- Briefs the Duty Manager on complaints that require management assistance.
- Enters feedback from all calls onto CRM system for building of knowledge-base.
- Generate daily Call Center reports

Requirements

- Graduate or Diploma from Commerce, Marketing or similar field.
- 2 years in a similar role

Job-Specific Skills:
- Call Center skills
- CRM System skills
- Analytical Skills, Effective Communication

Behavioural Competencies:
- Interpersonal Skills
- Business Acumen
- Problem Solving
- Confident
- Leadership Skills
- Strategic Thinking

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.