Customer Relation Co-worker

"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."

Location

Mumbai (Navi)

Employment type

Part Time Permanent

Department

Customer Relations

Deadline

About this work area

MOTIVATION

It is essential that I have the following motivations:

• The IKEA values reflect my own values and give me energy.
• I am passionate about growing business and people together using the experience and skills of our people in the best way.
• I am driven to exceed my goals.
• I enjoy working in a fast-paced and future-oriented retail environment.
• I have a desire to learn and want to improve my skills, using this to the benefit of the IKEA Brand and for growing personally

What you'll be doing day to day

Customers

• 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.

Commercial/Business

I optimise the relationship with our customers in order to drive sales growth and sustained long-term profitability. I do this by:

• ensuring I know the IKEA product range and services and actively work to offer alternative solutions that meet the needs of individual customers'.
• understanding the importance of accurate stock inventory and how my own actions impact on this.
• understanding the IKEA Concept, global solutions, tools and working methods and ensuring I use the appropriate manuals from Inter IKEA Systems to help me optimise our customers' shopping experience.
• contributing to my department's action plan and taking ownership for my part in its delivery.
• listening to feedback from customers when it is given and passing this on to my manager.
• Working with my manager to identify solutions to customer issues.

People

• I am available to help and support colleagues when needed.
• I actively work together with other store functions to continuously improve the shopping

experience for our customers in order to drive sustained long-term profitability.

• I value other colleagues 'ways of working and I learn from those who work differently to me because I understand we are most effective when we work together and amplify each

other's efforts.

• I share my knowledge with my colleagues and encourage them to do the same.
• I keep my colleagues informed so that they can perform their roles effectively.
• I am responsible for my own development and look to my manager to support me in improving my competence.

Financial

• I know the Customer Relations action plan and support the goals and targets given to me

by my manager to ensure the effective execution of our action plan.

• I have an overview of the store action plan and understand how the Customer Relations action plan supports this.
• I know our daily and weekly service targets and this drives me to improve our service delivery.
• I understand the impact of my actions on the financial results of my area and know which results I have influence over and how to balance this with the needs of my customers.
• I follow cash handling procedures to ensure the security of all monies received.
• I continuously look for more effective ways of working to reduce costs

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