Online Planner

About the job

Reporting to the Customer Care Centre Manager, this Specialist 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. Among other tasks, this involves experience in customer handling to ensure the satisfaction of the customers who contact us directly through the contact centre in all media platforms.

Your assignment

• You identify the customers' needs by asking the right questions and advise them on the best solutions for their homes in order to exceed their expectations
• You ensure an engaging and seamless customer experience by maintaining tools and systems that are visually inspiring, intuitively organized, and consistently stocked with the full IKEA product range. By collaborating closely with other stakeholders, we are able to present products in ways that spark curiosity, encourage exploration, and foster meaningful, lasting connections with our customers.
• You assist customers to plan their kitchen, wardrobe, living room storage, etc., based on their floorplans, site measurements and specific needs, using relevant IKEA tools.
• You know and understand the customers' life at home needs, home furnishing trends and use this knowledge to provide the best solutions for customers.
• You maximise furniture and accessories sales by offering complete and coordinated solutions.
• You provide sales quotations and complete sales orders for customers.
• You convey passion about IKEA products and actively learn about their features and benefits, and you share this knowledge with customers and colleagues.
• You understand how to use the different IKEA sales and communication channels and know-how for the different customers you meet.