Customer Service Assistant - Call Center |IKEA

Al-Futtaim - Cairo

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

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.
  • Generate daily Call Center reports
  • 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
  • Makes announcements in English and Arabic and pages the relevant person the visitor or co-workers have asked to see.
Job Requirements

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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