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Contact Center Business Leader

Mexico City, Mexico City eCommerce Full Time

Job description

Company description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them.

We are determined to bring a little bit of Sweden to Mexico.


Job description

To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by:

  • Valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits.
  • Understanding customer motivation and expectations and play an active role in turning them into commercial opportunities.
  • Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.
  • Working in partnership with all business functions to contribute to commercial growth.
  • Ensure the satisfaction of all customers who contact us directly through the contact centre in all media.
  • I use my in-depth knowledge of the IKEA range (specifically products that fall within Leadership Business Areas in Living Room, Kitchen and Bedroom), services we offer, and how our processes work.
  • I take responsibility for gathering the specific information from our customers, which will assist our contact centre or the stores to improve our customers’ total shopping experience and give this feedback to my manager.

Customers

  • I am passionate about getting a good solution for my customers. I do this by identifying my customers’ needs and using my knowledge of the IKEA systems and processes to offer solutions. This allows my customers to make informed choices which leads to sales growth and profitability.
  • I take ownership for resolving my customer’s individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised.
  • I take responsibility for updating the system with file notes to ensure that my colleagues and manager know what has been agreed and can answer further enquiries from my customer easily and knowledgably.
  • I understand the impact of service time responses on our customers’ level of satisfaction and work both individually and with my colleagues to ensure that we match our agreed service levels.
  • I am empathetic and understand when my customers are angry and upset by their shopping experience to date. I remain calm and helpful, offering solutions to ensure they are satisfied with our overall service level and we maintain our relationship with them.
  • I encourage my customers to give me feedback. I then use this information to make a better future shopping experience for all our customers.

Commercial / Business

  • Knowing the contact centre tools to access information about the IKEA range, service offers, as well as national store activities and marketing campaigns. I promote these appropriately to my customers.
  • Dealing with my customers’ enquiries efficiently and effectively.
  • Having a good knowledge of store operations in order to offer appropriate solutions to our customers, giving advice on add-on sales, thereby encouraging them to buy more.
  • Supporting the creation of additional sales opportunities by informing the customers about choices available in our range which match their needs.
  • Matching service level agreements and targets through the effective use of wallboard information.
  • Understanding the importance of accurate stockholding and updating appropriate systems to improve the accuracy of the stores’ stockholding records.

People

  • I work with our stores to communicate my customer priorities and listen to them so that I can offer the best shopping experience for our customers.
  • I know the IKEA social and environmental commitments and how I can contribute to sustainability.
  • I actively seek feedback and give feedback constructively to my colleagues in order to improve the shopping experience of our customers.
  • I pass on my knowledge to colleagues and encourage them to do the same.
  • I keep my colleagues informed so that they can perform their roles effectively.

Financial

  • I know our goals and actively work with the wallboard information and my colleagues to achieve these.
  • I take a keen interest in the performance of IKEA and keep myself informed about our results.
  • I am aware of our unit’s action plan and take an interest in how we are meeting our agreed goals.
  • I look for more effective ways of working to reduce costs.

Qualification
  • Good knowledge of how to support IKEA customers before, during and after they have made purchases, and how the Customer Contact Centre acts as the main support channel.
  • Experience of the easy buying process.
  • Relevant processes, tools and working methods for the role. 
  • Excellent knowledge of the Product range in Leadership Business areas.
  • Ability to make things happen with flexibility, speed and simplicity.
  • Familiar and comfortable in using a computer.
  • Good knowledge in handing customer complaints or crisis.
  • Strong communication and coordination skills.
  • Shows initiative and willingness to take responsibility.
  • Great listening skills.
  • Demonstrates a courteous, professional and friendly manner on the telephone.
  • Assertive and able to remain calm and controlled when faced with calls from customers under stressful situations.
  • Ability to communicate confidently and clearly (both spoken and written), in English and Spanish).
  • Experienced in problem-solving and conflict-management.

More Information

This position is based in Mexico City and offers a rare opportunity to be part of the establishment of IKEA in a whole new market. You will get a chance to push boundaries and influence the direction of IKEA in Mexico. All as part of a caring and open culture where we live our values, work hard, have fun and operate with a long-term perspective. Because here opportunities arise and growth follows.

If you are interested to be part of our team please apply via IKEA smartrecruiters sending your CV in english: https://careers.smartrecruiters.com/ikeamexico.