Senior Customer Service – Ikea

Al Futtaim Group
Qatar

Ref: HP698-5047
Al Futtaim Group

The Role


The Role


Senior Customer Service (X2) - Ikea - Doha Festival City

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. 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!To assist the CS Manager in controlling and managing the execution of pre-determined tasks within the CS Department. To monitor and control day to day job tasks and ensure service performance standards. Daily reporting of problems areas and to highlight specifics to the CS Manager. To also ensure smooth inter-departmental interactions. To effectively manage and motivate CS staff towards achievement of work objectives.

Operations

* Monitor the level and quality of customer service given by the CS staff at the information Desk area at the Store's Entrance, the Telephone Operators and Playroom area.
* Support the Customer services manager to increase customer service levels by obtaining customer feedback and suggestions, collecting all the feedback from customers from different points in the store and collating report s to present to the store management team. The customer service levels are measured by the ISCC results twice a year.
* Organize and ensures the safety, cleanliness, friendly and courteous operation of the children's playroom and ball room areas. Ensure the staff working in the Playroom area are trained to handle children, they receive H&S training, Fire evacuation training.
* Ensure the shopping tools are filled across the store to ease the customer shopping in IKEA. Ensure there is a greeter at the entrance to handle yellow bags to all the customers.

People Management and Development

* Motivating the customer service staff towards achievement of work objectives. Support the team to achieve their objectives by ensuring they understand the company business plan and objectives.Â
* Be Train the Trainer for the department and ensure all the co-workers in the department are trained in Product Knowledge, customer service training, Concept training, H&S trainings
* Act as Payroll administrator and be a super user for the Staff Management System and generate the schedules using the system. Monitor attendance of the customer service co-workers and monitor sickness and other absences levels.
* Provide the Customer services manager with feedback and their recommendations during the Probationary period reviews and annually reviews for the staff in the customer service department.

Requirements


Requirements


Minimum Qualifications and Knowledge:
Graduate.

Minimum Experience:
3 to 5 years in a similar role.

Job-Specific Skills:
Strategic Planning and Analytical Skills, Effective Communication, Excel competence.

Behavioural Competencies:
Interpersonal Skills, Business Acumen, Problem Solving, Confident, Leadership Skills and Strategic Thinking.

About the Company


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 Group’s 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 Group’s 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.
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