bayt.com
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
Skills
Required skills to be successful
- Flexibility and punctuality
- High level of accuracy
- Proficient user of computer & MS office
- Mathematical, Organizational and Customer Service Skills
- Proactivity
- Problem solving skills
What equips you for the role
- 2 years experience in a similar role
- Good command of English language.
- Good command of Arabic language is preferred.
- Must have excellent communication and interpersonal skills