UAEN1 Customer Support Center Group Leader | Retail | IKEA (Dubai, AE)

Al Futtaim Group
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: certificationSkills: ["Strategic planning","Communication","Leadership","Interpersonal skills","Analytical thinking"]

Lead the Customer Support Centre to deliver a seamless, rewarding experience for non-face-to-face customer contacts. You will manage performance and first-call resolution, ensure cases are logged in CRM, oversee follow-up of customer emails and social media complaints, and handle escalations beyond agent resolution. The role also includes people scheduling and coaching, cost control, KPI tracking, health & safety compliance, and contributing to country business planning.

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FursaFursa
Al Futtaim Group
Al Futtaim Group
5 hours ago

UAEN1 Customer Support Center Group Leader | Retail | IKEA (Dubai, AE)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead the Customer Support Centre to deliver a seamless, rewarding experience for non-face-to-face customer contacts. You will manage performance and first-call resolution, ensure cases are logged in CRM, oversee follow-up of customer emails and social media complaints, and handle escalations beyond agent resolution. The role also includes people scheduling and coaching, cost control, KPI tracking, health & safety compliance, and contributing to country business planning.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Ensure all cases are raised in CRM for accurate follow-up and data recording.
  • •Drive first call resolution and reduce repeat visits; resolve issues beyond agent capability using the escalation matrix.
  • •Monitor and evaluate support centre performance, define action plans and performance targets, and compile KPIs/benchmarks with store teams.
  • •Manage people scheduling, coverage, coaching, and development to maintain service level benchmarks.
  • •Control department costs and ensure compliance with internal procedures and health & safety routines.

Key Requirements

  • •Minimum Qualification is Diploma.
  • •Experience in a similar role, preferably with call centre experience using Genesys/CRM systems.
  • •Proficiency in English and Arabic.
  • •Proficient in Excel and CRM systems, with analytical thinking skills.
  • •Retail background is advantageous.
Experience:Call centreRetailCRMGenesys
Education:Certification / Diploma
Skills:Strategic planningCommunicationLeadershipInterpersonal skillsAnalytical thinking
Languages:EnglishArabic
Tech Stack:ExcelCRMGenesysSocial mediaTransport management system

Eligibility

Nationality:UAE National

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
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