customer care agent

Ashley Furniture HomeStore

<div>For over 75 years, Ashley Furniture has been the largest home furnishings manufacturer, transforming homes worldwide. With our customer base continuously growing, we are expanding our reach by opening more stores to meet the increasing demand. Our dedication to quality, style, and affordability has solidified our reputation as a trusted and recognized brand worldwide.

Purpose at Ashley

Our Local Customer Care Agent is the operational backbone of our delivery ecosystem, supporting delivery recovery and customer communication across our Fulfillment Centers. These agents manage a demanding multi-channel workload that includes serving as the primary point of contact for all &quot;hot&quot; deliveries&mdash;any delivery that was not landed 100% and requires customer recovery. The team also manages our VIP process, which includes inspecting products and sending photos to customers to help manage expectations. Additionally, Customer Care Agents handle sending time frame communication, managing complex cases, communicating with customers regarding delivery complications at load out, supporting retail store teams, and maintaining proactive customer communication throughout the delivery and recovery journey.

What You&rsquo;ll Do

Delivery Recovery &amp; Issue Resolution
<ul>
<li>Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route.</li>
<li>Monitor active recoveries in real-time to ensure timely resolution of delivery delays or product issues.</li>
<li>Resolve delivery issues before customer escalation by proactively identifying potential problems and implementing solutions.</li>
<li>Coordinate with Regional Fulfillment Centers (RFCs) to arrange same-day and next-day recovery deliveries.</li>
<li>Track recovery requests accurately across various RFC-specific systems and databases.</li>
<li>Notify customers promptly of any delivery issues or delays discovered during the load-out or routing process.</li>
</ul><div><ul><li>VIP &amp; Escalation Support</li></ul>
</div><ul><li>Provide elevated, white-glove service for VIP customers and complex, high-priority orders.</li>
<li>Handle escalated delivery issues with empathy, professionalism, and a focus on immediate resolution.</li>
<li>Coordinate closely with Store Operations and RFC personnel to align on solutions for escalated cases.</li>
<li>Process recovery requests strictly within established response time windows to minimize customer wait times.</li>
<li>Navigate multiple systems simultaneously, including Package AI, Storis, and Salesforce, to track orders and document resolutions.</li>
<li>Document VIP processes accurately while maintaining strict adherence to Standard Operating Procedures (SOPs).</li>
</ul><div><ul><li>Cross-Functional Operations &amp; Multi-Channel Support</li></ul>
</div><ul><li>Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.</li>
<li>Perform real-time problem-solving and make independent decisions to resolve logistical and customer service challenges.</li>
<li>Execute escalation management protocols effectively when issues exceed standard resolution parameters.</li>
<li>Maintain a proactive service model focused on issue prevention rather than just reaction.</li>
<li>Apply comprehensive knowledge of company return policies, exchange processes, and warranty claims to assist customers.</li>
<li>Demonstrate a strong understanding of delivery logistics, routing, and recovery operations.</li>
</ul><div><ul><li>Store &amp; Customer Partnership</li></ul>
</div><ul><li>Serve as the critical link between retail stores and customers, ensuring unresolved issues are addressed with expert attention.</li>
<li>Restore customer confidence and provide world-class experiences, especially in situations where service gaps have occurred.</li>
<li>Own every customer issue from start to finish, demonstrating an unwavering commitment to exceptional service and follow-through.</li>
<li>Complete any additional tasks or special projects assigned by management to support operational goals.</li>
</ul><ul><li>Complete any additional tasks assigned by management.</li>
</ul>
What You Bring
<ul>
<li>Legally authorized to work in the US</li>
</ul><ul><li>At least 18 years old</li>
</ul><ul><li>1-2 years' experience in fast-paced environments, bilingual preferred</li>
<li>Excellent phone etiquette, while expressing patience and professionalism with a customer-focused mindset</li>
<li>Strong problem-solving skills, attention to detail while working in a fast-paced environment</li>
<li>Experience with chat, phone and email support; including proficient in computer systems and programs such as Microsoft office and CRM systems</li>
</ul><ul><li>Ability to work flexible hours, including weekends and holidays. Shifts may vary depending on schedule and business needs: Tuesday-Saturday: 7:30 am to 4:30 pm and/or 10 am to 7 pm</li>
</ul><ul><li>Maintain reliable attendance</li>
</ul><ul><li>Thrive in a team environment</li>
</ul>
 What&rsquo;s In It for You

 When you join us, you are eligible to participate in our comprehensive benefits programs, which include:
<ul>
<li>Extended health, dental benefits, and vision insurance</li>
</ul><ul><li>Employee Discount from 10% - 30%</li>
</ul><ul><li>Life/Disability Insurance</li>
</ul><ul><li>Flex Spending Account</li>
</ul><ul><li>401K</li>
</ul><ul><li>Paid Time Off</li>
</ul>
Ashley values its diversity and is proud to be an equal opportunity employer. All employment decisions are made on the basis of an individual&rsquo;s skills, qualifications, merit, and business needs.

To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page: Corporate Social Responsibility</div>

Customer Care Agent

KONE

<div>Certified as a Top Employer for UAE, Qatar, KSA, and Oman; KONE is dedicated to a better world of work and exhibits this through excellent people practices.
We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency from the team putting our people first and creating a workplace that nurtures collaboration, diversity, growth, and well-being.
Reporting to the Customer Service Team Leader, we are looking for an energetic and enthusiastic Contact Center Agent to be based in our Sharjah office. The Customer Care Agent is the main entry point for external customer contacts and specializes in callouts, inbound customer queries, or outbound customer calls.
What will you do?
Callout handling
<ul><li>You will be accountable for managing various types of contacts: alarm calls, test calls, customer calls including callouts &amp; case registrations, outbound calls, and technician calls, callouts from customer calls to dispatch, and closing the case.
</li><li>Identify safety situations and manage them by giving adequate safety instructions as described in the global safety procedures. Customer Care Agent shows empathy, is aware of customer feelings in such situations, and provides adequate safety advice to calm the passenger.
</li><li>Support supervisors in following up on open callouts and making sure that technicians back-report open jobs.
</li><li>Connecting the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance.
</li></ul>Inbound and Outbound call handling
<ul><li>Receive and resolve queries and complaints and communicate resolution to customers
</li><li>Identify possible leads from customer cases e.g., through the web, and assign those to the sales organization
</li><li>Conduct transactional surveys after a callout or project (e.g., customer satisfaction survey)
</li><li>Support local marketing in different customer contacting initiatives such as campaigns.
</li></ul>Are you the one?
<ul><li>Bachelor&rsquo;s Degree holder or equivalent
</li><li>Minimum two years of customer service experience
</li><li>Excellent communication, customer management, and IT skills
</li><li>Stress tolerant and detailed focus
</li><li>Highly motivated, goal-oriented, diligent, organized self-starter with an orientation towards a high level of customer service.
</li><li>Fluency in English and Arabic is a must, French is an added advantage.
</li></ul>At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on https://careers.kone.com/en/</div>

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