Al Futtaim Jobs - Customer Service Group Leader | IKEA | Mall of Arabia (6th of Oct), Egypt (Cairo, EG)

About Al-Futtaim Private Company LLC

 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

About Al-Futtaim IKEA

 

GROWING TOGETHER...

 

We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people.

 

Al-Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.

 

About You

You have an eagernesss and passion to want to help customers. You are emphatic and able to solve problems with customer centric solutions. You want to create a better life for many individuals at their homes.

 

What's more, we believe that you have the following knowledge, capabilities and motivation:

• Live and share the IKEA values every day
• 5+ years customer service managerial experience in Retail or Hypermarket, IKEA experience preferred        
• Experience of working in a fast-paced and commercial environment.
• Experience of managing and developing a team, preferably in retail environment.

• Customer Focus, Initiative, Sales Driven, Organizational and Numerical skills

• Fluency in Written and spoken English

• Comfortable working on rotational shifts

• Excellent communication skills
• Computer Literate

 

About the Role

You are responsible for managing the execution of pre-determined tasks within the Customer Service Department, monitor and control day to day job tasks and ensure service performance standards, daily reporting of problem areas and to highlight specifics to the shopping experience manager and resolve accordingly, ensure smooth inter-departmental interactions to enhance customer experience and manage and motivate CS staff towards achievement of work objectives.

 

Key Specific Accountabilities
Operational

• Supervise the performance and quality of work of Customer Service co-workers at Information Desk, Call Center, Playroom area and Merchandise Pick-up Counter.

• Ensure that all pre-set Service Levels are adhered to such as Waiting Times at Merchandise Pick-up, calls handling in Call Center and organized queuing at Play Facility and comprehensive Product Knowledge across all Customer Service areas and co-workers.

• Organize and ensure the safe, clean, friendly and courteous operation of the Children’s Playroom with well-trained staff who are capable to deal with children and engage in complaint handling where necessary

Customers

• Support the shopping experience manager to constantly improve and enhance Customer Experience by regularly engaging with customers in surveys and managing the Customer feedback Mechanism,
• ensuring that customer feedback is received through various channels through emails from website, calls to Call Center and in-store at different touch-points in the Store.
• Assist shopping experience manager in collating all information pertaining to Customer Experience on CRM System (Customer Relationship Management) and generating various reports.
• Tracking statistics of number of complaints, inquiries, suggestions and identifying root causes, preventive & corrective actions.
• Ensure that all Shopping Tools are available for customer use throughout store and constantly replenished for enhanced Shopping Experience. 
• Conduct shopping tool analysis to analyze usage and trends and provide relevant reports.

People Management and Development

• Motivate and support the team to achieve their objectives by ensuring they understand the company business plan and objectives. 
• 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
• Provide the SE manager with feedback and their recommendations during the probationary period reviews and annually reviews for the staff in the customer service department.

A few more things for you

 

Interest? Then please join us for a rewarding career journey!

 

We are here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click, “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

 

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