IKEA Hiring for Customer Support Generalist at Hyderabad, Telangana, India Full Time

Job Description

WHO YOU ARE

As a person you are passionate about people, business, IKEA’s purpose and continuously
driving better performance. You are energized by increasing customer value, driving
business growth and contributing to overall success and results through people as well as
motivated by leading and developing people.
For this role we believe you have experience of working in a customer-focused and fast paced environment. Proven experience of being a valuable contributor to customer
satisfaction and team results. Self-reliant and motivated with proven ability to work as
part of a team as well as independently. Self-confident and comfortable with making
decisions in relation to customer enquiries. Ability to communicate in writing (web chat
and e-mail responses). A considered team player within the group. Ability to communicate
confidently and clearly in local language(s) and fluent in English.
Interest in home furnishing. Experience from working in a customer-focused environment,
preferably a customer support center. Ability to understand the key principles of the shopping experience and customers’ expectations.
You have knowledge in the following areas:
Good computer skills.
Knowledge about the IKEA Brand, culture and values.
Good knowledge about relevant Sales and Customer Relations processes, tools and
working methods.
Knowledge about IKEA tone of voice.
Knowledge about how to communicate to customers across contact methods.
Ability to understand customer needs and expectations and how to link them to
business needs.
Enthusiastic and able to work with others in a team.
Good listening and communication skills in both verbal and written form.
Ability to work in a multitude of systems, handling more than one task at the time.
Stress-resistant and able to work in dynamic retail environment.
Passion for customer support and supporting customers in the best possible way, while reaching set goals.
Personal values reflect IKEA values.
Passion for the IKEA product range, home furnishing and peoples’ life at home.
Enjoy working in a fast-paced and future-oriented environment.

YOUR RESPONSIBILITIES

Optimize the customer experience and secure satisfied customers by using knowledge of
the IKEA product range and services. Support every customer by providing fast and easy
solutions to simple customer enquiries throughout the whole customer journey. Log
relevant customer information to enable IKEA to improve the business and the customer
experience.

YOU WILL:

Understand the unit action plan and actively contribute in achieving the goals.
Provide fast and easy support in all customers contacts using the specifics of the
contact method.
Actively build rapport with customers by being empathic, helpful and providing a
solution that satisfies the customer.
Balance customers’ expectations and service level goals by dealing with customers in an efficient and effective way.
Verify and document customer information in applicable systems, with high quality and
in a trustful way.
Fulfill daily business tasks in line with operational routines, regulations and guidelines.
Offer additional buying opportunities by informing the customers about choices
available in our product and service range to fulfill their needs.
Actively seek for new information to develop my knowledge to always be up to date.
Take responsibility for learning and development in everyday situations. Understand
that my development is my own responsibility.

TOGETHER AS A TEAM

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!
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 playing 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.
This shall happen by working in partnership with all business functions to contribute to
commercial growth