Resolution Representative – Retail Customer Service

About the role

The Resolution Representative ensures a seamless, rewarding customer journey by handling non‑face‑to‑face interactions for IKEA Al Wahda. You will build lasting relationships with new and existing customers, resolve complaints quickly, and support commercial growth through excellent service.

Key responsibilities

• Accurately raise all cases in the CRM system for follow‑up and data recording.
• Resolve customer emails and social‑media complaints within 24 hours.
• Follow department action plans to improve the customer experience.
• Strive for first‑call resolution by offering prompt solutions.
• Communicate positively, friendly and empathetically with all customers.
• Monitor the transport management system to inform customers of delays or follow‑up on call‑back requests.
• Contribute to commercial growth by maintaining a positive shopping experience that builds brand trust.
• Help create a hassle‑free, inspiring and rewarding experience across non‑face‑to‑face channels.

Required profile

• High school education.
• Minimum 2 years experience in a similar customer‑service role.
• Proficient computer user with strong MS Office skills.
• Excellent communication and interpersonal abilities; English required, Arabic preferred.
• Flexibility, punctuality and high accuracy in data recording.
• Strong customer‑service and organisational skills.
• Problem‑solving focus on achieving first‑call resolution.

Required skills

• CRM
• Microsoft Office