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Customer Relation Specialist - Service Office

Kuwait City, Al Asimah - Explore location Customer Relations Full Time

Job description

Company description

A Smile, Common Sense, Passion for home furnishing, and Leadership; that's what we need in IKEA Al-Homaizi Kuwait - a company that believes in developing business through our Co-Workers.

Our energy comes from creating a better everyday life for the many people.

We simply recruit based on Values, Competence, Potential for growth, and Diversity.


Job description

A day in your life with us:

You will be the customers’ voice in all the markets. Influences the team and colleagues by showing them how they can work together to create a better shopping experience for all visitors. The driving passion is to create an enjoyable and successful shopping experience in the markets, motivating the customers to return more frequently, and buy more over time. Learn from the customers’ experiences and use these insights to ensure that these are constantly improved.

  • As part of the customer relations team work with the store customer relations managers to understand the competition, customers’ shopping behaviours, their life at home and use these insights to improve the customers’ shopping experience.
  • Ensure that the stores and contact centres analyse their performance and customer feedback, and use these insights to make improvements to the easy buying process from home to home as well as motivate customers to buy more over time and secure even better future visits.
  • Make the total store experience family friendly and understand the positive impact this has on our business.
  • Ensure a secure, fast and easy payment process in the markets and define the range of paid services.
  • Built on customer needs as well as support the stores implementation and operation of these.
  • Regularly meet with the customers to learn from their experiences, ideas and views in order to improve the home to home shopping experience.
  • Co-ordinate and analyse all customer feedback and make recommendations to other parts of the IKEA organisation to secure our life-long customer satisfaction.
  • Be the voice of our customers and ensure that any national communication creates the right expectations.
  • Ensure that a strong customer relations base is built over time by optimising the potential of our loyalty programs.
  • Working together with the team and ensure the easy buying process works for the customer.
  • Actively influence the commercial agenda to have the customer in focus at all times, to create repeat visits.
  • Ensuring the customers perspective is clearly understood and drives the decisions when changes are implemented in stores.
  • Responsible for the Delivery & Assembly (D&A) operation
  • Manages returns, complaints and quality control for all channels

Qualification

Who are you ?

  • Experience of a customer-facing role.
  • Interest in home furnishing as well as a curiosity about people’s life at home
  • Interest in what is happening within the market, both locally and globally
  • Self-confident in expressing own views and opinions and able to be ‘the voice of the customer’
  • Experience of conflict resolution and ability to create a win-win situation when handling conflict
  • Ability to prioritise and organise work in order to make the most efficient use of time available
  • Ability to communicate confidently and clearly in English
  • Self-reliant and motivated with proven ability to work as part of a team as well as independently
  • Ability to quickly develop knowledge of the local market and business conditions

More Information

A few more details for you

This position is full-time and is located in Kuwait. Some travel may be required. 

Please send your  CV in English and tell us why you would be a good fit for this role.