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After Sales Team Support - Full Time

Etobicoke, Ontario Customer Relations Full Time

Job description

ABOUT THE JOB Assist the After-Sales team to ensure a positive customer experience to strenthen IKEA's position as the best home furnishing store

YOUR ASSIGNMENT Your tasks will include:
  • Assist the Manager in meeting or exceeding P&L objective through effective and efficient staff scheduling to manage our resources and provide excellent service to our customers
  • Monitor the system and respond to all outstanding customer (SAMS) cases within 24 hours of receipt
  • Manage First Contact Resolution in a timely manner, ensuring solutions meet our customers' needs while providing effective options
  • Work with Sales, Returns & Exchanges and external service providers to ensure a seamless service and a positive resolution experience
  • Ensure all SAMS cases are completed and properly ended in the system to ensure productivity goals can be measures
  • Assist at the Returns and Exchanges and Home Delivery counters as required
  • Support After-Sale co-workers through first contact resolution training and coaching
  • Impact Voice by supporting the development and coaching of co-workers to ensure they meet the expectations outlined in their Key Tasks
YOUR PROFILE Your knowledge, skills and experience include:
  • Good leadership abilities and communication skills
  • Strong customer focus
  • Ability to eshare your knowledge and learning
  • Multi-tasking capabilities
  • Interest in home furnishings
  • Computer proficiency including relevant IKEA systems
  • Ability to lift 50 lbs. (25 kg)
  • 1-2 years IKEA experience including internal training programs or 2-3 years retail supervisory experience
GROWING TOGETHER IKEA offers an exciting and empowering work environment in a global marketplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.