Customer Resolution Co-Worker

Job description

Company description

Come help us create a better everyday life for the many people. That’s the IKEA vision. We do that by offering a wide range of home furnishings with good design and function at prices so low that as many people will be able to afford them.

Job description

ASSIGNMENT: 

·  Passionate about getting a good solution for my customers. Doing this by identifying the customers’ needs and using my knowledge of the IKEA systems and processes to offer solutions. This allows the customers to make informed choices, which leads to sales growth and profitability.
·  Take ownership for resolving the customer’s individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised.
·  Track incomplete orders for web orders and call the customer to confirm cancelation and new delivery date.
·  Take responsibility for updating the system with file notes to ensure that my colleagues and manager know what has been agreed and can answer further enquiries from the customer easily and knowledgably.
·  Track Errors in all stores, OCP’s and online orders and call the customer to choose new delivery date.
·  Understanding the impact of service time responses on the customers’ level of satisfaction and work both individually and with colleagues to ensure to match the agreed service levels.
·  Knowing the goals and actively work with the wallboard information with the colleagues to achieve these.
·  Track Errors in all stores, OCP’s and online orders and call the customer to choose new delivery date.
·  Reschedule no answer customers on agreed home delivery date or the customer whom request to postpone the delivery date or change delivery address.
·  Calling all the customers whom requesting Cancelation through 3PL or any other channel to confirm cancelation and proceed.
·  Validate the Ecommerce follow up orders and assign the cases to stores to proceed the follow up.
·  Handling all type of cases from Mobile Application Cases inquiry, complains and suggestions.
·  Handling all customers’ web Info and shop online emails
·  Performing Refund for online orders and assign the cases to finance to proceed.
·  Keep the colleagues informed so that they can perform their roles effectively.
·  Responsible for the own development and look to the manager to support in improving self competence.
·  Being available to help and support co-workers in own department and other areas of the contact center when the manager needs me to do so.
·  Ensure the contact center is a safe and secure environment at all times for visitors and co-workers.
·  Awareness of the unit’s action plan and take an interest in how we are meeting our agreed goals.
More Information

·  Clear Verbal Communication.
·  Telephony, listening and attention to details skills.
·  Multi-tasking, focusing and Data Entry Skills.
·  Customer absorbing talent