Senior Customer Service Job in Dubai, United Arab Emirates

Purpose of the Role:
The primary objective of this role is to support the CS Manager in overseeing and coordinating the implementation of designated tasks within the CS Department. This entails supervising and regulating daily job assignments while upholding service performance benchmarks. Additionally, the role involves providing regular reports on areas of concern and bringing pertinent issues to the attention of the CS Manager. Facilitating seamless collaboration between departments is also a key responsibility. Furthermore, the incumbent will be tasked with efficiently managing and inspiring CS personnel to attain their work goals.

Key Responsibilities:
Operational:
Supervise and assess the quality of customer service delivered by CS staff stationed at the Information Desk, Telephone Operators, and Playroom.
Assist the Customer Services Manager in enhancing customer service standards by gathering feedback and suggestions from customers throughout the store and compiling comprehensive reports for presentation to store management. Customer service levels are gauged through biannual ISCC assessments.
Customer Focus:

Coordinate the maintenance of a safe, clean, and welcoming environment in the Children’s Playroom and Ballroom areas.
Ensure shopping tools are adequately stocked across the store to facilitate customer navigation within IKEA.
Arrange for a greeter to welcome customers at the entrance and distribute yellow bags as needed.
People Management and Development:

Motivate the Customer Service team to achieve their work goals effectively.
Support team members in aligning their objectives with the company’s business plan and overall objectives.
Serve as the Train the Trainer for the department, ensuring all coworkers receive training in Product Knowledge, customer service, Concept training, and Health & Safety protocols.
Manage payroll administration responsibilities and serve as a super user for the Staff Management System, generating schedules and monitoring attendance and absences.
Provide feedback and recommendations to the Customer Services Manager during probationary and annual performance reviews for CS staff.
Ensure staff working in the Playroom area are trained in childcare and receive Health & Safety and Fire Evacuation training as required.

Qualifications:
Educational Background: Minimum requirement of a Bachelor’s degree.
Experience:

Professional Experience: 3 to 5 years of relevant experience in a comparable position.
Behavioural Competencies:

Customer Orientation: Prioritizing the needs and satisfaction of customers.
Personal Accountability: Taking responsibility for individual actions and outcomes.
Continuous Enhancement: Commitment to ongoing improvement and development.
Personal Leadership: Demonstrating initiative and responsibility in personal conduct.
Collaboration: Working effectively within a team to achieve common goals.