Customer Contact Centre Specialist

I guarantee the satisfaction of all customers who contact us directly through the contact center across all channels. I do this by identifying their needs and offering simple and effective solutions to their inquiries. I am passionate about finding the right solution for my customers. I achieve this by identifying their needs and using my knowledge of IKEA systems and processes to provide solutions. I take responsibility for resolving individual customer needs by communicating a realistic timeline for the solution and keeping them informed as promised. I take responsibility for updating the system with case notes to ensure my colleagues and manager are aware of what was agreed and can respond easily and knowledgeably to future inquiries from my customers. I understand the impact our response times have on service time and customer satisfaction. I work both individually and with my colleagues to ensure we meet agreed service levels. I am empathetic and understand when customers are angry or upset due to their shopping experience so far. I remain calm and helpful, offering solutions to ensure the customer is satisfied with our overall service level and that we maintain a good relationship with them. I encourage my customers to give me feedback, which I use to create a better shopping experience for all our future customers. I have knowledge of contact center tools to access information about the IKEA assortment, service offers, as well as national store activities and marketing campaigns. I promote them appropriately to my customers. I respond to customer inquiries efficiently and effectively. I have good knowledge of store operations to offer appropriate solutions to our customers, providing advice on additional sales and thus encouraging additional purchases. I support the creation of additional sales opportunities by informing customers about available options within our assortment that fit their needs. I work with our store to communicate my customers' priorities and listen to them in order to offer the best possible shopping experience. I understand the importance of accurate inventory participation and update the corresponding systems to improve the accuracy of store stock maintenance records. I look for more efficient ways of working to reduce costs.