Company Name : Al Futtaim Group

Resolution Representative

Job Description

Resolution Representative | Retail | IKEA Abu Dhabi

Overview of the role

Ensure a seamless customer journey by offering a hassle free, consistent, inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. Strive to build and retain a long lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth


What you will do

  • Ensure that all cases are accurately raised in CRM for follow up and accurate data recording
  • Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received
  • Follow department action plans to ensure an improved customer experience and a constant approach
  • Work towards achieving first call resolution by finding and offering a solution to the customer
  • Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer
  • Monitor the transport management system and ensure customers are contacted when delays are expected or when customers have requested a call back through the driver’s tablet

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