Senior Customer Service | Retail | IKEA Al Wahda - Jobs in Abu Dhabi, United Arab Emirates

Job Description

Job Requisition ID: 160430 Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions automotive, financial services, real estate, retail and healthcare employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the worlds most admired and innovative brands. Al-Futtaim Groups entrepreneurship and relentless customer focus enables the organization to continue to grow and expand responding to the changing needs of our customers within the societies in which we operate. By upholding our values of respect, excellence, collaboration and integrity Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every dayJob Purpose: To assist the CS Manager in controlling and managing the execution of pre-determined tasks within the CS Department. To monitor and control day to day job tasks and ensure service performance standards. Daily reporting of problems areas and to highlight specifics to the CS Manager. To also ensure smooth inter-departmental interactions. To effectively manage and motivate CS staff towards achievement of work objectives.Key Accountabilities: Operational: . Monitor the level and quality of Customer Service given by the CS staff at the Information Desk area at the Stores Entrance, the Telephone Operators and Playroom area. . Support the Customer Services Manager to increase customer service levels by obtaining customer feedback and suggestions, collecting all the feedback from customers from different points in the store and collating report s to present to the store management team. The Customer Service levels are measured by the ISCC results twice a year. Customers: . Organize and ensure the safe, clean, friendly and courteous operation of the Childrens Playroom and Ball room areas. . Ensure the shopping tools are filled across the store to ease the customer shopping in IKEA. . Ensure there is a greeter at the entrance to handle yellow bags to all the customers. People Management and Development: . Motivating the Customer Service staff towards achievement of work objectives. 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 . Act as Payroll administrator and be a super user for the Staff Management System and generate the schedules using the system. Monitor attendance of the customer service co-workers and monitor sickness and other absences levels. . Provide the Customer services manager with feedback and their recommendations during the Probationary period reviews and annually reviews for the staff in the customer service department. . Ensure the staff working in the Playroom area are trained to handle children, . Ensure staff working within the Playroom receive H&S training, Fire Evacuation training.Qualifications: Minimum Qualifications and Knowledge: Graduate. Minimum Experience: 3 to 5 years in a similar role. Behavioural Competencies . Customer Focussed . Individual Accountability . Continuous Improvement . Personal Leadership . TeamworkAbout Al-Futtaim RetailAl-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencers in both regions with over 75 stores offering both fashion & food options. Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference

Keyskills :
Customer Service customer feedback Product Knowledge Customer Service Training

About Company

The Al-Futtaim Group is a large conglomerate based in Dubai, United Arab Emirates.As a family-owned business, we take a long-term view in everything we do, because we believe that sustainable success requires uncompromising commitment.
That’s the reason why some of the world’s most admired and innovative brands from the USA, UK, Japan, Sweden, France, Germany and Switzerland – from sectors as diverse with each other as automotive, retail, real estate and finance – trust Al-Futtaim with their own reputation and commercial success since the 1930s.
And through our inherent customer-centric approach and relentless pursuit of perfection, we add significant value – connecting consumers in 20+ markets with these brands in contemporary, powerful, meaningful and emotional ways that create longstanding relationships based on loyalty and mutual trust.