Agente de Call Centre

• Guarantee the satisfaction of all customers who contact through the contact center via all channels
• Identify customer needs and offer simple and effective solutions
• Take responsibility for resolving customer's individual needs and communicating realistic timelines
• Update system with case notes to ensure colleagues are aware of agreements
• Meet agreed service levels for response times
• Remain calm and helpful with angry or upset customers
• Encourage customer feedback to improve shopping experience
• Use contact center tools to access information about IKEA range and promotions
• Respond to customer inquiries efficiently and effectively
• Support creation of additional sales opportunities
• Work with stores to communicate customer priorities
• Update systems to improve accuracy of store stock records
• Look for more efficient ways of working to reduce costs

• Good knowledge of how to support IKEA customers before, during, and after they have made a purchase
• Experience in ensuring a smooth and easy buying process
• Familiarity with the relevant processes, tools, and working methods for the role
• Ability to make things happen with flexibility, speed, and simplicity
• Comfortable and familiar with using a computer
• Good knowledge in handling customer complaints or crisis situations

Intermediate spoken and written English (able to hold a simple conversation in English)