UAEN1 Customer Support Center Group Leader | Retail | IKEA
Job role insights
Date posted
October 1, 2026
Hiring location
Dubai
Career level
Middle
Qualification
Diploma
Experience
Not required
Quantity
1 person
Gender
Any
Description
Al-Futtaim is seeking a UAEN1 Customer Support Center Group Leader for IKEA. The role is designated for Emiratisation and is responsible for delivering a strong customer experience across non-face-to-face contacts while managing support-centre performance, people and costs. The position oversees case handling, first-call resolution, customer email and social-media complaints, escalations, service-level coverage, coaching and performance improvement. It also contributes to business planning and maintains compliance with health and safety procedures.
Key Responsibilities
- Ensure customer cases are raised in the CRM for accurate recording and follow-up.
- Drive first-call resolution and reduce repeat customer contacts.
- Ensure customer emails and social-media complaints are followed up and resolved.
- Monitor support-centre performance and establish action plans and performance targets.
- Resolve escalated customer issues and maintain the escalation matrix.
- Review calls and provide training or disciplinary action where needed to improve communication and resolution.
- Compile KPIs and work with store teams on benchmarks aimed at reducing customer dissatisfaction.
- Monitor the transport management system and contact customers when delays or requested callbacks arise.
- Plan schedules, workloads and coverage to meet service-level requirements and anticipated call volumes.
- Develop, coach and empower support-centre colleagues while creating an effective work environment.
- Manage customer-support-centre costs and contribute to country business planning and action plans.
Requirements
- Position designated for Emiratisation only.
- Minimum Diploma qualification.
- Experience in a similar role, preferably in a call-centre environment using Genesys or CRM systems.
- Retail experience is advantageous.
- Proficiency in English and Arabic.
- Excel, computer, strategic-planning, analytical, leadership and interpersonal skills.
Employment Details
- Company: Al-Futtaim
- Location: Dubai, United Arab Emirates
- Employment Type: Full Time
- Industry: Retail
Role Focus
This customer-support leadership position combines service performance, workforce planning, customer issue resolution and people development. The role monitors contact-centre activity, ensures customer cases are recorded correctly, manages escalations and supports first-call resolution. It also plans staffing coverage around expected contact volumes and service-level requirements. The position includes cost control and participation in business planning, while health and safety compliance remains part of the responsibilities. The published criteria call for a Diploma, similar-role experience and capability with CRM, Excel and customer-support systems.
Skills
Country
UAE
select-type
Full Time
Interested in this job?
9 days left to apply
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