Job description

Passionate about delivering effective solutions to customers by identifying their needs and using IKEA systems and processes. Take ownership of individual customer needs, provide realistic timelines for resolution, and maintain communication. Understand the impact of service response times on customer satisfaction, work both individually and collaboratively to meet service levels. Remain empathetic and calm when customers are dissatisfied, offering solutions to maintain relationships and ensure satisfaction. Utilize contact centre tools to access information on IKEA range, service products, national store activities, and marketing campaigns. Apply knowledge of store operations to advise customers, including add-on sales recommendations. Communicate customer priorities to stores to enhance the shopping experience. Value and share colleagues’ ways of working, actively seek and provide feedback, and keep colleagues informed for effective performance. Assist co-workers across the contact centre as needed. Utilize strong reporting and analytical skills, including advanced Microsoft Excel, to track KPIs, analyze performance trends, and prepare management reports. Demonstrate courtesy and friendliness on the telephone, accurate record-keeping of conversations, and work effectively both independently and in a team within a fast-paced environment.