About the job
Reporting to the Customer Care Centre Manager, this specialist role is a social-media savvy and customer-focused enthusiast who is responsible for ensuring the satisfaction of all customers by identifying their needs and offering simple, effective solutions to common inquiries/concerns, and at the same time, build IKEA brand affinity. He/She uses existing knowledge of the IKEA range and service offers that will enhance the customers’ total shopping experience.
Your assignment
- You are responsible for the engagement and management of our social media platforms through effective use of resources to support the IKEA store/s in the Philippines.
- You engage with customers across different social media channels, and are proactive and helpful at all times.
- You must have a good understanding of the IKEA tone of voice, and identify with the brand values we wish to deliver.
- You optimise the relationship with our customers when they contact the centre, which increases overall customer satisfaction and created the desire for them to return and shop at IKEA.
- 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. This allows your customers to make informed choices which leads to sales growth and profitability.
- You have ownership for resolving your customer’s individual concerns; communicating a realistic timeline for the resolution of such concerns, and keeping them informed as promised.
- You are empathetic and understand when your customers are angry and upset by their shopping experience. You remain calm and helpful, offering solutions to ensure they are satisfied with the overall service level and be able to maintain our relationship with them.
- You encourage customers to give feedback which you use to improve your services to them, and share with your manager to improve how the centre operates.
