Job description
Role Overview
Contact Centre Co-worker at IKEA - Al Homaizi Limited, operating across Kuwait, Jordan, and Morocco.
Company Overview
IKEA Al-Homaizi Limited operates across three countries: Kuwait, Jordan, and Morocco. The organization is committed to creating a better everyday life for many people by offering a wide range of well-designed, functional home furnishing products at affordable prices. We are an equal opportunities employer and do not discriminate with regards to gender, race, colour, religion, age, disability, sexual orientation, marital status, nationality, political opinion, union affiliation, social or ethnic origin. Our values center on Home, People, Happiness, Development, Leadership, Inclusion & Diversity, all pursued with Passion.
Role Purpose
To ensure the satisfaction of all customers who contact the organization by identifying their needs and offering simple, effective solutions to their enquiries, while maintaining our relationship and enhancing their total shopping experience.
Key Responsibilities
Customer Needs & Solutions
- Identify customer needs and offer simple, effective solutions to their enquiries.
- Listen to customers and anticipate their needs.
- Promote our products and services to improve their home-to-home shopping experience.
Knowledge & Information Gathering
- Apply knowledge of the IKEA range and services offered.
- Understand how our processes work.
- Gather specific information from customers to assist stores in improving the customers' total shopping experience.
Customer Issue Resolution
- Take ownership for resolving individual customer needs.
- Communicate a realistic timeline for resolution.
- Keep customers informed as promised.
Difficult Situations & Service Quality
- Maintain an empathetic and understanding approach when customers are angry or upset about their shopping experience.
- Remain calm and helpful when faced with stressful customer interactions.
- Offer solutions to ensure customer satisfaction and maintain service relationships.
- Understand the impact of service time responses on customer satisfaction levels.
- Work individually and with colleagues to ensure agreed service levels are matched.
System & Documentation
- Update the system with file notes to ensure colleagues and managers know what has been agreed.
- Enable colleagues and managers to answer further enquiries from customers easily and knowledgeably.
Qualifications & Experience
- Previous customer service experience, ideally in a contact center.
- Background gained from working in a customer-focused, fast-paced, and omnichannel retail environment.
- Sound understanding of business.
Skills & Competencies
- Good communication skills.
- Ability to build rapport with customers.
- Assertive and able to remain calm and controlled when faced with calls from customers under stressful situations.
- Computer literacy with good proficiency and navigation skills.
- Call center software knowledge.
- Proven customer-focused mindset.