Remote Kitchen Planner

Job description

About the job

ABOUT THE JOB
To drive sales growth and sustained long-term profitability, be establishing and retaining a life-long relationship with existing and new customers. This is achieved by working in partnership with our customers and other functions to:
·  secure an easy buying process from home to home, and
·  understand and match customers' needs and expectations now and in the future. Out aim is to motivate our customers to shop with us more frequently because they trust us to make their visits worthwhile; as every customer counts.
I ensure the satisfaction of all customers who contact us directly through the contact center in all media. I do this by identifying their needs and offering simple, effective solutions to their enquiries. I use my knowledge of the IKEA range, services we offer, and how our processes work. I take responsibility for gathering the specific information from our customers, which will assist our contact center or the stores to improve our customers total shopping experience, and give this feedback to my manager.
YOUR ASSIGNMENT
Your tasks will include:
Customers:
·  I am passionate about getting a good solution for my customers. I do this by identifying my customers needs and using my knowledge of the IKEA systems and processes to offer solutions. This allows my customers to make informed choices which leads to sales growth and profitability.
·  I take ownership for resolving my customers individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised.
·  I take responsibility for up-dating the system with file notes to ensure that my colleagues and manager know what has been agreed and can answer further enquiries from my customer easily and knowledgably.
·  I understand the impact of service time responses on our customers level of satisfaction and work both individually and with my colleagues to ensure that we match our agreed service levels.
·  I am empathetic and understand when my customers are angry and upset by their shopping experience to date. I remain calm and helpful, offering solutions to ensure they are satisfied with our overall service level and we maintain our relationship with them.
·  I encourage my customers to give me feedback. I then use this information to make a better future shopping experience for all our customers. Commercial/Business

I optimize the relationship with our customers when they contact the contact center. This increases overall customer satisfaction and creates the desire for them to want to return and shop with at the IKEA stores. I do this by:
·  knowing the contact center tools to access information about the IKEA range, service offers, as well as national store activities and marketing campaigns. I promote these appropriately to my customers.
·  dealing with my customers enquiries efficiently and effectively.
·  having a good knowledge of store operations in order to offer appropriate solutions to our customers, giving advice on add-on sales, thereby encouraging them to buy more.
·  supporting the creation of additional sales opportunities by informing the customers about choices available in our range which match their needs.
·  listening to my customers and anticipating their needs, promoting our products and services in order to improve their home-to-home shopping experience.
·  matching service level agreements and targets through the effective use of wallboard information.
·  contributing to the contact center action plan, and taking ownership for my part in the delivery of this plan.
·  understanding the importance of accurate stockholding and updating appropriate systems to improve the accuracy of the stores stockholding records. People
·  I work with our stores to communicate my customers priorities and listen to them so that I can offer the best shopping experience for our customers.
·  I value other colleagues ways of working and I learn from those who work differently to me.
·  I know the IKEA social and environmental commitments and how I can contribute to sustainability.
·  I actively seek feedback and give feedback constructively to my colleagues in order to improve the shopping experience of our customers.
·  I pass on my knowledge to 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.
·  I am available to help and support co-workers in my own department and other areas of the contact center when my manager needs me to do so.
·  I ensure our contact center is a safe and secure environment at all times for visitors and co-workers. Financial
·  I know our goals and actively work with the wallboard information and my colleagues to achieve these.
·  I take a keen interest in the performance of IKEA and keep myself informed about our results.
·  I am aware of our unites action plan and take an interest in how we are meeting our agreed goals.
·  I look for more effective ways of working to reduce costs. YOUR PROFILE

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 environment
·  I have a desire to learn and want to improve my skills, using this to the benefit of IKEA and for growing personally.
Essential:
·  demonstrates a courteous and friendly manner on the telephone
·  ability to work in a team as well as independently
·  good general personal disciplines
·  a flexible approach to work
·  able to navigate a computer
·  assertive and able to remain calm and controlled when faces with calls from customers under stressful situations
·  experience of working in a fast-paced environment
·  able to use own initiative
·  enthusiastic about work and working with others
·  confident to approach and talk to people
·  good attention to detail
·  ability to take accurate notes and records of conversations
·  ability to communicate in writing (web chat and e-mail responses)
·  demonstrates a willingness to learn and self develop Preferred:
·  previous service environment experience, ideally in a contact center
·  interest in home furnishings
·  computer literate
·  patient with ability to accurately summarize
·  good negotiation skills
·  good at quickly building relations GROWING TOGETHER
IKEA offers an exciting and empowering work environment in a global marketplace. And as the world's leader at life at home, you have exceptional opportunities to grow and develop together with us.

Job ID

281115BR

Removal Date

01/05/2017