Agente de Call Centre

• I guarantee the satisfaction of all customers who contact us directly through the contact center via all channels
• I am passionate about finding the right solution for my customers
• I take responsibility for resolving my customer’s individual needs
• I take responsibility for updating the system with case notes
• I understand the impact our response times have on service time and customer satisfaction
• I am empathetic and understand when customers are angry or upset
• I encourage my customers to give me feedback
• I have knowledge of contact center tools to access information about the IKEA range, service offers, as well as national store activities and marketing campaigns
• I respond to my customers' inquiries efficiently and effectively
• I have good knowledge of store operations in order to offer suitable solutions to our customers
• I support the creation of additional sales opportunities
• I work with our store to communicate my customers’ priorities
• I understand the importance of accurate stock participation and update the appropriate systems
• I 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, and how the Customer Contact Center serves as the main support channel
• 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 DESIRABLE (able to hold a simple conversation in English)