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 DescriptionBased at IKEA Customer Care Centre in Damansara, the Agent is responsible for building and retaining a long-lasting relationship with new and existing customers in a multi-channel retail environment by valuing and fulfilling customer needs and expectations, understanding customer motivation, and ensuring a positive shopping experience that creates trust in the IKEA Brand.
This role requires experience in customer handling to ensure the satisfaction of the customers who contact us directly through the contact centre across all media platforms.
Your assignment:
You are passionate about getting a good solution for your customers by identifying their needs and using your knowledge of the IKEA systems and processes to offer solutions.
You take ownership of resolving your customer's individual needs, communicating a realistic timeline for this resolution and keeping them informed as promised.
You understand the impact of service time responses on customer satisfaction and work both individually and with your colleagues to ensure that you match your agreed service levels.
You have a good knowledge of store operations in order to offer appropriate solutions to customers, giving advice on add-on sales, thereby encouraging them to buy more.
You listen to your customers and anticipate their needs, promoting IKEA products and services to improve their home-to-home shopping experience.
You actively seek feedback and give constructive feedback to your colleagues to improve the shopping experience for all customers.
You provide support and assistance to IKEA Singapore customers, ensuring the best customer experience with the IKEA tone of voice.
You are available to help and support co-workers in your own department and other areas of the contact centre when your manager needs you to do so.
You ensure our contact centre is always a safe and secure environment for visitors and co-workers.
You take a keen interest in the performance of IKEA, keeping yourself informed about results and looking for more effective ways of working to reduce costs.
QualificationsYour profile:
You have at least 1-2 years of experience in a customer-facing support role, preferably in a customer support function or a call centre.
You have a good knowledge of how the Customer Care Centre acts as the main support channel for customers before, during, and after they have made purchases.
You are passionate about growing business and people together, using the experience and skills of our people in the best way.
You can make things happen with flexibility, speed, and simplicity.
You have experience in handling customer complaints or crises and can create win-win scenario solutions.
You demonstrate a courteous, professional, and friendly manner on the telephone.
You are self-reliant and motivated, with a proven ability to work as part of a team as well as independently.
You have the ability to communicate confidently and clearly (both spoken and written) in English.
You are familiar and comfortable using a computer.#J-18808-Ljbffr