IKEA Hiring for Customer Relations Co-worker at Mumbai Full Time

Customers

• I am helpful and friendly in my approach to my customers, always aiming for a win-win situation and for repeat business.
• My priority is to ensure my work space is effectively equipped at all times throughout the day and that I am ready and available to help customers when needed.
• I have the knowledge, confidence and desire to resolve customer complaints. I deal positively and quickly with any issues they raise.
• I have the knowledge, confidence and desire to make the buying process as easy as possible for our customers.
• I ensure we listen to our customers and use knowledge of both the IKEA product range and how retailing works in order to offer informed solutions and resolve customer issues.
• I am empowered to solve customer complaints within my level of authorisation. I recognise when I need to escalate an issue and then pass on the relevant information to a manager for him/her to be able to deal effectively with the customer.
• I know how to assemble IKEA products so I can assist customers who have difficulties assembling them. I also exchange component parts when they are needed.
• I offer solutions to frequently asked questions. This helps to make a better future shopping experience for everyone.
• I record information accurately in the relevant systems so that we can use the resulting analysis to make improvements to our customers’ future shopping experiences.
• I ensure the IKEA store is a safe and secure environment at all times for visitors and colleagues.

Version 1 August 2012 Customer Relations Co-worker
Common retail competence profile 2
© Inter IKEA Systems B.V. 2012
Commercial/Business
I optimise the relationship with our customers in order to drive sales growth and sustained
long-term profitability. I do this by:

• ensuring I know the IKEA product range and services and actively work to offer alternative

solutions that meet the needs of individual customers’.

• understanding the importance of accurate stock inventory and how my own actions impact

on this.

• understanding the IKEA Concept, global solutions, tools and working methods and

ensuring I use the appropriate manuals from Inter IKEA Systems to help me optimise our
customers’ shopping experience.

• contributing to my department’s action plan and taking ownership for my part in its

delivery.

• listening to feedback from customers when it is given and passing this on to my manager.
• working with my manager to identify solutions to customer issues.

People

• I am available to help and support colleagues when needed.
• I actively work together with other store functions to continuously improve the shopping

experience for our customers in order to drive sustained long-term profitability.

• I value other colleagues ‘ways of working and I learn from those who work differently to

me because I understand we are most effective when we work together and amplify each
other’s efforts.

• I share my knowledge with my colleagues and encourage them to do the same.
• I keep my colleagues informed so that they can perform their roles effectively.
• I am responsible for my own development and look to my manager to support me in

improving my competence.
Financial

• I know the Customer Relations action plan and support the goals and targets given to me

by my manager to ensure the effective execution of our action plan.

• I have an overview of the store action plan and understand how the Customer Relations

action plan supports this.

• I know our daily and weekly service targets and this drives me to improve our service

delivery.

• I understand the impact of my actions on the financial results of my area and know which

results I have influence over and how to balance this with the needs of my customers.

• I follow cash handling procedures to ensure the security of all monies received.
• I continuously look for more effective ways of working to reduce costs.

To drive sales growth and sustained long-term profitability, by establishing and retaining a life-long relationship with existing and new customers. This is achieved by working in partnership with our customers and other functions to:

• secure an easy buying process from home to home
• understand and match customers’ needs and expectations now and in the future.

The aim is to motivate our customers to shop with us more frequently because they trust us to make their shopping experiences successful and their visits worthwhile. Every customer counts.