Customer Service Administrator/Coordinator - CDJ

Job description

About the job

Customer Service Administrator/Coordinator - Customer Decision Journey (CDJ) - Kitchens Department

You see things a little differently. So do we. We believe that what you value is more important than what your CV says. We offer positions that will challenge your skills and let you grow. Come see things a little differently with us.

About the Job
As the Customer Service Administrator/Coordinator for our Customer Decision Journey (CDJ), your role will be to support a customer focused culture and ensure an overall easy buying experience. As a part of the Sales Kitchens Department, you will optimise the IKEA shopping experience in your area of responsibility to secure satisfied customers and increase sales.

This is a highly administrative, back of house position, where you will liaise with our customers over the phone.

About the Assignment
Your key role will be to support a customer-focused culture throughout and ensure an overall easy buying experience for our high value customers, by:
·  Monitoring and ensuring that every customer journey is followed up.
·  Managing and coordinating customer contact to reduce waiting times and increase the turnaround of customer resolutions.
·  Managing and administrating department appointments between the customer and co-worker.
·  As the Super User for the CDJ tool, monitoring quality control of data entry from every user.
·  Building relationships and rapport with External Service Providers (e.g. In-home planners, Installers).
·  Proactively supporting with customer insights to improve business operations and the overall customer experience.
·  Informing customers about the shopping journey so they come prepared before the IKEA visit.
About You
Your knowledge, skills and experience include:
·  Experience working in Sales, Customer Service or in a Customer Support Centre is preferred.
·  Solid understanding of the sales process for complex purchases and high value customers such as Kitchen, Bathroom and Business purchases, is highly desirable.
·  Excellent Computer skills.
·  Excellent communication skills, over the phone and in person.
·  High level of administrative and coordination skills.
·  Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
·  Self-confident and assertive with the ability to influence through the use of customer insight.
·  Experienced in problem-solving and conflict-management.
·  Good analytical skills.
The IKEA Group is a world leader in the home furnishing business. We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people. The IKEA Group operates in 43 countries and our retail operations include 321 IKEA stores in 28 countries.

Additional Information
Employment Type: Permanent part-time - 40 hours per fortnight, Salaried (potential Full-time as the role grows)
Location: Richmond
Closing Date: 19th July 2017

Additional Information :

Additional Information
Employment Type: Perm Part-Time - 40 hrs per fortnight
(potential Full-time as the role grows)
Location: Richmond
Closing Date: 19th July 2017

Job ID

269448BR

Removal Date

18/07/2017