Customer Support Centre Agent Al Futtaim Retail Dubai

The Customer Support Centre Agent at Al Futtaim Group will be responsible to ensure a seamless customer journey by offering a hassle free, consistent, inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. This includes in particular, build and retain a long lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth. 

Duties of Customer Support Centre Agent

• Performance Management: Ensure that all cases are accurately raised in CRM for follow up and accurate data recording.
• Follow department action plans to ensure an improved customer experience and a constant approach.
• Work towards achieving first call resolution by finding and offering a solution to the customer.
• Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer.
• The transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back through the driver’s tablet.
• People: Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved. 
• Health and Safety: Follow all guidelines and SOP’s set out by the health and safety department to ensure a safe working environment.
• Report any risks hazards and unusual activity to your senior or manager immediately.
• Cost Control: Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency. 
• Business Planning: Follow the department business plans and action plans as agreed by the department management team. 

Requirements for Customer Support Centre Agent

• High school diploma or equivalent.
• 2-3 years of call centre experience.

Skills Desired

• Excel and computer literate.
• Thinking and Analytical Skills, Effective Communication.
• Interpersonal Skills, Strong people and time management skills.
• Problem Solving, Confident.
• Retail background.
• Working with Genesys/CRM systems is an advantage.

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