Customer Care Centre Agent SG Support

Based at IKEA Customer Care Centre in Damansara the Agent is responsible to build and retain a longlasting relationship with new and existing customers in a multichannel 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 role requires 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 customers 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 in order to offer appropriate solutions to the customers giving advice on addon sales thereby encouraging them to buy more;
• You are listening to your customers and anticipating their needs promoting IKEA products and services in order to improve their hometohome 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 IKEA Singapore customers and ensuring best customer experience with IKEA tone of voice;
• You are available to help and support coworkers 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 coworkers;
• 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.

Qualifications :

Your profile

• You have at least 12 years of experience in a customer facing support role preferably in a customer support function or a call centre;
• You have a good knowledge of how the Customer Care Centre acts as the main support channel for the customers before during and after they have made purchases;
• You are passionate about growing business and people together using the experience and skills of our people in the best way;
• You can make things happen with flexibility speed and simplicity.
• You have experienced a good knowledge in handling customer complaints or crisis and are able to create a winwin scenario solution;
• You demonstrate a courteous professional and friendly manner on the telephone;
• You are selfreliant and motivated with a proven ability to work as part of a team as well as independently;
• You have the ability to communicate confidently and clearly (both spoken and written) in English;
• You are familiar and comfortable in using a computer.

Additional Information :

Please apply by 31 Oct 2024

Remote Work :

No

Employment Type :

Fulltime