Customer Support Centre Representative

As a Customer Support Centre Representative your responsibilities will include, but are not limited to: • Receiving high-volume inbound contacts, operating contact centre telephony and other communication systems. • Providing customers with after sales solutions that meet their needs, balancing cost consciousness and customer experience. • Making use of problem-solving and resolutions techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention and brand trust. • Answering all customer enquires through our different communication channels (phone, chat, email, etc.) within the set timeframes. • Document all customer interactions, inquiries, and resolutions in our CRM system to maintain accurate and up-to-date records. • Investigating complex cases, liaising with IKEA service providers, and assessing quality & extended guarantee related claims. As a Customer Support Centre Representative, you are: • Proven experience in a customer service role, particularly in retail or aftersales services is highly valued. • Curious with strong problem-solving skills to help create innovative solutions for our remote customers. • Able to demonstrate excellent written and verbal communication skills showcasing a polite and friendly manner. • Good attention to detail along with the ability to remain composed when working under pressure. • Have proficient computer skills and an ability to learn about all technical aspects of the IKEA systems. • A team player with a ‘Togetherness’ mindset but also be also to work independently and find solutions. • The drive to offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, to maximise customer satisfaction.