UAEN1 Customer Support Center Group Leader | Retail | IKEA

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.