National Customer Service Assistant -Tel

Al-Futtaim - Cairo

154 people have clicked
Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Arabic, English
1 open position
About the Job

About Al-Futtaim IKEA


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.

Role Purpose

Provide an efficient Customer Chanel for Customer feedback through assisting customers in a friendly and professional manner with all calls coming into IKEA Hotline, whether inquiries, suggestions or Complaints. Log all feedback onto CRM system and send necessary feedback to relevant Departments.


  • Attends all assigned calls promptly and courteously based on pre-set Call Center SLA’s and KPIs.
  • Route calls to relevant Departments and follow-up where necessary.
  • Handles customer complaint professionally and responds with efficient solutions and escalates where necessary.
  • Briefs the Duty Manager on complaints that require management assistance.
  • Enters feedback from all calls onto CRM system for building of knowledgebase.
  • Operates the store paging and music system.
  • Ensures awareness of all emergencies and evacuation procedures and list codes for announcement purposes
  • Deals with internal operator issues
  • Ensure all system procedures are adhered to as per policy / procedure
Job Requirements

About You

You are a customer focused individual who is accountable for his decisions and is engaged in continuous leadership..

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

Live and share the IKEA values every day

Minimum Qualifications and Knowledge:

  • Graduate or Diploma from Commerce, Marketing or similar field.

Minimum Experience:

  • 2 years in a similar role.

Job-Specific Skills:

  • Call Center skills
  • CRM System skills
  • Analytical Skills, Effective Communication
About this Company

Al-Futtaim’s family business traces its origins back to the 1930s on the banks of the Dubai Creek, a trailblazer for innovative trading concepts designed to enrich lifestyles.

Today, Al-Futtaim is present in 29 countries, represents over 200 companies spanning the... (More)

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