Customer contact centre agent, ikea philippinesIKANO Philippines, Inc.

About the job Reporting to the Customer Contact Centre Team Leader, this AGENT role ensures the the satisfaction of the customers who contact us directly through the contact centre in all media channels. He/She is responsible in building and retaining a long-lasting relationship with new and existing customers in a multi-channel 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 before, during and after their visit. Your assignment
You are passionate in providing a good solution for the customers by identifying the customers' needs and using your knowledge of the IKEA systems and processes to offer solutions;
You take ownership for resolving the customer's 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 my colleagues to ensure that we match our agreed service levels;
You have 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;
You are listening to the customers and anticipating their needs, promoting our products and services in order to improve their home-to-home shopping experience;
You actively seek feedback and give feedback constructively to your colleagues in order to improve the shopping experience of our customers;
You are available to help and support co-workers in your own department and other areas of the contact centre when your manager needs you to do so;
You ensure our contact centre is a safe and secure environment at all times for visitors and co-workers;
You take a keen interest in the performance of IKEA and keep yourself informed about the results and look for more effective ways of working to reduce costs.
Your profile
You have experience in a fast-paced service environment experience in a customer interaction-based role in a support/contact centre;
You have a good knowledge on how the Customer Contact Centre acts as the main support channel for the customers before, during, and after they have made purchases;
You are able to make things happen with flexibility, speed and simplicity;
You have experience a good knowledge in handling customer complaints or crisis;
You demonstrates a courteous, professional and friendly manner on the telephone;
You are self-reliant 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 and the local language(s);
You are familiar and comfortable in using a computer;
You have the ability to create a win-win situation when handling conflict situations;
You have the ability to understand the key principles of the shopping experience and customers' expectations.