About the job
Reporting to the Customer Care Centre Team Leader, this AGENT role is responsible to build and retain 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 expectations, and ensuring a positive shopping experience that creates trust in the IKEA Brand. Among other tasks, this involves experience in customer handling to ensure the satisfaction of the customers who contact us directly through the contact centre in all media platforms.
Your assignment
- You are passionate about getting a good solution for your customers by identifying the customers’ needs and using your knowledge of the IKEA systems and processes to offer solutions.
- You take ownership for 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 the customers’ level of 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 to offer appropriate solutions to the customers, giving advice on add-on sales, thereby encouraging them to buy more.
- You are listening to your customers and anticipating their needs, promoting IKEA products and services to improve their home-to-home shopping experience.
- You actively seek feedback and give feedback constructively to your colleagues in order to improve the shopping experience of all customers.
- You will be providing support and assistance to Singapore customers and ensuring best customer experience with 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 me 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 and keep yourself informed about results and look for more effective ways of working to reduce costs.
- 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.
