Senior Customer Service Assistant – IKEA

Job description / Role

Senior Customer Service Assistant - IKEA l Cairo Festival City - Egypt

One of the companies bearing Al-Futtaim name is IKEA.

IKEA is the world's largest home furnishings store, founded in Sweden over 60 years ago. Our operations around the world are constantly increasing with new stores and markets added to the success story.

At IKEA not only our furniture is down to earth, straightforward and inspiring, but so is our work ethics. Despite being the leading home furnishing retail franchisee across the world, we at IKEA still give you the room to grow! At IKEA creating a better everyday life for the many isn't only our vision, it's our way of life!

As a Customer Service Manager you will assist the Customer Service Manager in controlling and managing the execution of pre-determined tasks within the CS Department. You will monitor and control day to day job tasks and ensure service performance standards

In this role you will be responsible for:

* Motivating the Customer Service staff towards achievement of work objectives. Support the team to achieve their objectives by ensuring full understanding of Business Plan and departmental objectives.
* Act as a Trainer for the Department and ensure all the co-workers are trained in Product Knowledge, Customer Service, CRM, Call Center, IKEA Concept training, Health & Safety Trainings (in liaison with HSE Manager).
* Act as Payroll administrator and be a super-user for the Staff Management System and generate work schedules using the system. Monitor attendance of the customer service co-workers and monitor sickness and other absences levels.
* Ensure that all Shopping Tools are available for customer use throughout store and constantly replenished for enhanced Shopping Experience.
* Support the Customer Service Manager to constantly improve and enhance Customer Experience by regularly engaging with customers in surveys and managing the Customer feedback Mechanism, ensuring that customer feedback is received through various channels through emails from website, calls to Call Center and in-store at different touch-points in the Store.
* Assist Customer Service Manager in collating all information pertaining to Customer Experience on CRM System (Customer Relationship Management) and generating various reports.
* Tracking statistics of number of complaints, inquiries, suggestions and identifying root causes, preventive & corrective actions

Requirements

To succeed in this position you must have proven operational management experience, ideally in retail. You will be able to demonstrate:

* Excellent communication and interpersonal skills
* Leadership ability
* Excellent knowledge of MS Office packages
* Strategic, analytical and tactical skills
* Negotiating and problem solving abilities

Minimum Qualifications and Knowledge:

* Bachelor's Degree in Business, Marketing, Commerce, Accounting, Mass Communications and similar fields.

Minimum Experience:

* 3 or more in a similar role

Applicants who don't meet the above criteria will unfortunately be declined from this opportunity.

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.