Customer Service Group Leader | IKEA | Mall of Arabia (6th of Oct), Egypt

Al-Futtaim - Giza

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Experience Needed:
More than 5 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

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.
Job Requirements
  • 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 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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