Customer Contact Centre Agent, Ikea Thailand
4 months ago
**Job ID**: REF5457Z
**Date posted**: 05/09/2024
**Company description**
Ikano Retail owns and operates IKEA stores in Singapore, Malaysia, Thailand, Philippines and Mexico. We have an ambitious expansion plan and encourage our people to move between roles and even countries. We are not afraid to take on responsibility. We strive to make a positive impact on people and the planet. We laugh and have fun on a daily basis, working together. And we are always looking for people who share our values to join the IKEA family.
**Job description**
The Customer Care Centre Agent role is responsible to build and retain 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.
- You are passionate about getting a good solution for your customers by identifying the customers’ needs and using your knowledge of the IKEA systems and processes to offer solutions;
- You take ownership for resolving your 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 your colleagues to ensure that you match your agreed service levels;
- You have a good knowledge of store operations in order to offer appropriate solutions to the customers, giving advice on add-on sales, thereby encouraging them to buy more;
- You are listening to your customers and anticipating their needs, promoting IKEA 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 all customers;
- You will be providing support and assistance to IKEA Thailand customers and ensuring best customer experience with IKEA tone of voice.
**Qualification**
- You have at least 1-2 years of experience in a customer facing support role, preferably in a customer support function or a call centre;
- You have a good knowledge of how the Customer Care Centre acts as the main support channel for the customers before, during, and after they have made purchases;
- You can make things happen with flexibility, speed and simplicity.
- You have experienced a good knowledge in handling customer complaints or crisis and are able to create a win-win scenario solution;
- You demonstrate 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 Thai and English.
- You are familiar and comfortable in using a computer.
**More Information**
This role requires flexibility in work hours, depending on store operational requirements.
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