Call Center Coworker

  • Dhahran Saudi Arabia
  • Full-time

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.

Do you value simplicity, cost-consciousness, a humble attitude and willpower? Then an IKEA career may be right for you.

We strive for excellent leadership to lead business and people together. We believe people learn and develop best when they perform and deliver in the real world.

 

Job Description

As a Customer Relations Coworker I am responsible of Ministry of Commerce & Investment (MCI) cases & resolutions:

·    I am responsible to strengthen IKEA as the leader in home furnishing by providing a quality service to all IKEA customers who raise complain though Ministry of commerce and Investment.

·         Provide a courteous and positive customer service experience to strengthen IKEA’s position as the best home furnishing store then agent should make sure to flag this case as an MCI.

 

My Main Tasks & Responsibilities:

·    Daily check for MCI portals (Retail & Online) to review / extract tickets.  

·    Ensure that for each MCI ticket on portal there is CRM (Customer Relations Management system) case registered.

·    Create CRM cases under the right category with explained complaint description.

·    Follow up on MCI CRM cases till it is completely resolved.

·    Contact MCI customers through appropriate channel to confirm receiving the complaint, gather information or update on case resolution.

·    Before contacting customers, agent should CRM or order related history in the system to be able addressing customer issue & propose suitable solution.

·    Check the history in the system before you call the customer to be able to ask him related and needed question

·    Ensure to deliver the best customer service level to MCI customers through all communication methods: calls, emails …etc

·     For any MCI Ticket received, if the case is active in CRM then agent should make sure to flag this case as an MCI. 

·     Agent should ensure to fill correctly all the information required in CRM for MCI cases like portal date & ticket no.

·     Contact other business unit to ensure resolving the issue within 4 days from portal date

·     Confirm back with customers who have delivery and assembly service to ensure that it is completely delivered.

·     Ensure to respond as per IKEA tone of voice though all way of communication

·     Contact the customer during the service and after it is completed

·    Agent should ensure to fill correctly all the information required in CRM for MCI cases like portal date & ticket no.

·    Contact other business unit to ensure resolving the issue within 4 days from portal date

·    Confirm back with customers who have delivery and assembly service to ensure that it is completely delivered.

·    Ensure to respond as per IKEA tone of voice though all way of communication

·    Contact the customer during the service and after it is completed

·    Respond in a timely and professional manner, adhering to all IKEA customer service policies

 

Qualifications

General Retailing Qualifications & Skills:

   •     Experience of working in Customer Service department of retail organization.

   •     Diploma and preferably a college degree.

   •        Knowledge of principles and processes for providing customer and personal services.

Communication skills

   •     Must be able to speak and understand English & Arabic.

   •     Must have excellent communication and interpersonal skills.

   •     Must be able to share knowledge and learning.

   •     Must have ability and sense of active learning.

   •     Must Have Strong problem-solving skills with attention to details

Self-Leading Skills:

   •      Proactive and courteous customer approach.

   •     Able to accept criticism.

 

Additional Information

This position is located in IKEA Dhahran store, Eastern Province.

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