Customer Relation

2 weeks ago

Mumbai, India IKEA Full time

What you'll need to have

Experience of customer focus and customer service

Experience of working in a high volume and fast-paced retail environment

Good at quickly building rapport with people from different (cultural) backgrounds

Experience in other areas of the IKEA store

Emotional resilience and ability to handle conflict (assertive and able to remain calm when confronted with angry and/or upset customers)

Ability to prioritise and organise own work to make efficient use of time available

Ability to use and take personal initiatives and to make considered decisions

Ability to handle several tasks at the same time

Ability to work alone but also as a team player

Ability to work in a multi-tasking environment

Common sense

Attention to detail

A flexible approach/open to change

Computer literate

**Responsibilities**:

- I am helpful and friendly in my approach to my customers, always aiming for a win-win situation and for repeat business.
- My priority is to ensure my work space is effectively equipped at all times throughout the day and that I am ready and available to help customers when needed.
- I have the knowledge, confidence and desire to resolve customer complaints. I deal positively and quickly with any issues they raise.
- I have the knowledge, confidence and desire to make the buying process as easy as possible for our customers.
- I ensure we listen to our customers and use knowledge of both the IKEA product range and how retailing works in order to offer informed solutions and resolve customer issues.
- I am empowered to solve customer complaints within my level of authorisation. I recognise when I need to escalate an issue and then pass on the relevant information to a manager for him/her to be able to deal effectively with the customer.
- I know how to assemble IKEA products so I can assist customers who have difficulties assembling them. I also exchange component parts when they are needed.
- I offer solutions to frequently asked questions. This helps to make a better future shopping experience for everyone.
- I record information accurately in the relevant systems so that we can use the resulting analysis to make improvements to our customers’ future shopping experiences.
- I ensure the IKEA store is a safe and secure environment at all times for visitors and colleagues.

Together as a team

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people

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