Customer Care Centre Specialist

2 weeks ago

Zamboanga City, Zamboanga Peninsula, Philippines IKEA Gruppe Full time
Company description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

Job description

About the job

Reporting to the Customer Care Centre Manager, this specialist role is a social-media savvy and customer-focused enthusiast who is responsible for ensuring the satisfaction of all customers by identifying their needs and offering simple, effective solutions to common inquiries/concerns, and at the same time, build IKEA brand affinity. He/She uses existing knowledge of the IKEA range and service offers that will enhance the customers' total shopping experience.

Your assignment

  • You are responsible for the engagement and management of our social media platforms through effective use of resources to support the IKEA store/s in the Philippines.
  • You engage with customers across different social media channels, and are proactive and helpful at all times.
  • You must have a good understanding of the IKEA tone of voice, and identify with the brand values we wish to deliver.
  • You optimise the relationship with our customers when they contact the centre, which increases overall customer satisfaction and created the desire for them to return and shop at IKEA.
  • You are passionate about getting a good solution for your customers by identifying their needs and using your knowledge of the IKEA systems and processes to offer solutions. This allows your customers to make informed choices which leads to sales growth and profitability.
  • You have ownership for resolving your customer's individual concerns; communicating a realistic timeline for the resolution of such concerns, and keeping them informed as promised.
  • You are empathetic and understand when your customers are angry and upset by their shopping experience. You remain calm and helpful, offering solutions to ensure they are satisfied with the overall service level and be able to maintain our relationship with them.
  • You encourage customers to give feedback which you use to improve your services to them, and share with your manager to improve how the centre operates.
Qualification

Your profile

  • You have a keen interest in home furnishings.
  • You have at least 2 years of fast-paced service environment experience in a customer interaction-based role in a support/contact centre.
  • You are technology-savvy, familiar with and able to use various social media platforms.
  • You understand the nature & impact of social media and technology on a company's brand, and are social media savvy, comfortable in interacting with customers through social media channels, such as Facebook and instant messaging.
  • You enjoy interacting with people from all walks of life, writes well, and are able to communicate effectively in English and Filipino.
  • You are a problem-solver, respond to situations quickly and calmly, and able to create win-win situations when handling conflict situations.
  • You have excellent attention to details, and able to follow through on deliverables.
  • You are self-reliant and motivate, with a proven ability to work independently as well as a part of a team.
More Information

Please apply by 7 June 2024


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