Customer Support Centre Agent | Retail | IKEA RSO Jebel Ali (Dubai, AE)

Al Futtaim Group
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Communication","Interpersonal skills","Empathy","Problem-solving","Proactive approach"]

Own the end-to-end customer experience across all non-face-to-face channels by accurately logging cases in the CRM and resolving emails and social media complaints within 24 hours. Deliver empathetic, professional support, resolve queries at first interaction, and escalate critical issues to leadership and the resolution team. Share customer feedback to enable corrective actions, support quality evaluation, and help drive continuous improvements to customer service delivery.

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FursaFursa
Al Futtaim Group
Al Futtaim Group
9 hours ago

Customer Support Centre Agent | Retail | IKEA RSO Jebel Ali (Dubai, AE)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Own the end-to-end customer experience across all non-face-to-face channels by accurately logging cases in the CRM and resolving emails and social media complaints within 24 hours. Deliver empathetic, professional support, resolve queries at first interaction, and escalate critical issues to leadership and the resolution team. Share customer feedback to enable corrective actions, support quality evaluation, and help drive continuous improvements to customer service delivery.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Accurately log customer cases in the CRM to enable proper follow-up and reliable data reporting.
  • •Resolve customer emails and social media complaints within 24 hours of receipt.
  • •Strive to resolve customer queries during the first interaction by identifying needs and offering effective solutions.
  • •Highlight serious customer escalations to leadership and the resolution team with timely visibility of critical issues.
  • •Share customer feedback and contribute to quality evaluation and ongoing improvements to service delivery.

Key Requirements

  • •Ensure customer cases are accurately logged in the CRM for follow-up and reporting.
  • •Respond to and resolve customer emails and social media complaints within 24 hours.
  • •Demonstrate professionalism, empathy, and effective communication with customers.
  • •Use problem-solving skills and a proactive customer service approach to resolve queries at first interaction.
  • •Handle escalations appropriately and contribute to quality evaluation and assurance initiatives.
Experience:1-2 years
Skills:CommunicationInterpersonal skillsEmpathyProblem-solvingProactive approach
Tech Stack:CRMCRM softwareData reportingSocial media

Company Brief

Al Futtaim Group
Al-Futtaim Group is a diversified UAE conglomerate operating across automotive, retail, real estate, finance and services, representing 200+ global brands and serving customers across 20+ countries with over 40,000 employees.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: Dubai, United Arab Emirates
Glassdoor
Glassdoor: 3.6
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