Company description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

Job descriptionI guarantee the satisfaction of all customers who contact us directly through the contact center via all channels. I do this by identifying their needs and offering simple and effective solutions to their inquiries.

I am passionate about finding the right solution for my customers. I achieve this by identifying their needs and using my knowledge of IKEA’s systems and processes to provide solutions.

I take responsibility for resolving my customer’s individual needs by communicating a realistic timeline for the solution and keeping them informed as promised.

I take responsibility for updating the system with case notes to ensure that my colleagues and manager are aware of what has been agreed upon and can easily and knowledgeably respond to further inquiries from my customer.

I understand the impact our response times have on service time and customer satisfaction. I work both individually and with my colleagues to ensure we meet our agreed service levels.

I am empathetic and understand when customers are angry or upset due to their shopping experience so far. I remain calm and helpful, offering solutions to ensure the customer is satisfied with our overall level of service and that we maintain a good relationship with them.

I encourage my customers to give me feedback, which I then use to create a better shopping experience for all our future customers.

I have knowledge of contact center tools to access information about the IKEA range, service offers, as well as national store activities and marketing campaigns. I promote them appropriately to my customers.

I respond to my customers' inquiries efficiently and effectively.

I have good knowledge of store operations in order to offer suitable solutions to our customers, providing advice on add-on sales, and thereby encouraging additional purchases.

I support the creation of additional sales opportunities by informing customers about available options within our range that suit their needs.

I work with our store to communicate my customers’ priorities and listen to them in order to offer the best possible shopping experience.

I understand the importance of accurate stock participation and update the appropriate systems to improve the accuracy of store stock maintenance records.

I look for more efficient ways of working to reduce costs.

Qualification

• Good knowledge of how to support IKEA customers before, during, and after they have made a purchase, and how the Customer Contact Center serves as the main support channel.

• Intermediate spoken and written English DESIRABLE (able to hold a simple conversation in English)

• Experience in ensuring a smooth and easy buying process.

• Familiarity with the relevant processes, tools, and working methods for the role.

• Ability to make things happen with flexibility, speed, and simplicity.

• Comfortable and familiar with using a computer.

• Good knowledge in handling customer complaints or crisis situations.

More Information Capabilities:

• Supporting and cooperating

• Interacting and presenting

• Analysing and Interpreting

• Adapting and Coping