IKEA Hiring for Customer Service Coworker (Ministry of Commerce Complaints) Job at Riyadh Full Time

Come help us create a better everyday life for the many people. That’s the IKEA vision. We do that by offering a wide range of home furnishings with good design and function at prices so low that as many people will be able to afford them.

Job description

• Responsible to strengthen IKEA as the leader in home furnishing by providing a quality service to all IKEA customers who raise complain though Ministry of commerce and Investment.
• Provide a courteous and positive customer service experience to strengthen IKEA’s position as the best home furnishing store
• Daily check for MCI portals ( Retail & Online ) to review / extract tickets
• Ensure that for each MCI ticket on portal there is CRM case registered.
• Create CRM cases under the right category with explained complaint description.
• Follow up on MCI CRM cases till it is completely resolved
• Contact MCI customers through appropriate channel to confirm receiving the complaint, gather information or update on case resolution.
• Before contacting customers, agent should CRM or order related history in the system to be able addressing customer issue & propose suitable solution.
• Check the history in the system before you call the customer to be able to ask him related and needed question
• Ensure to deliver the best customer service level to MCI customers through all communication methods: calls , emails …etc
• For any MCI Ticket received, if the case is active in CRM then agent should make sure to flag this case as an MCI.
• Agent should ensure to fill correctly all the information required in CRM for MCI cases like portal date & ticket no.
• Contact other business unit to ensure resolving the issue within 4 days from portal date
• Confirm back with customers who have delivery and assembly service to ensure that it is completely delivered.
• Ensure to respond as per IKEA tone of voice though all way of communication • Contact the customer during the service and after it is completed
• Respond in a timely and professional manner, adhering to all IKEA customer service policies

Qualification

General retailing experience

• 1-2 years experience of working in Customer Service department of retail organization
• Preferably a college degree
• Knowledge of principles and processes for providing customer and personal services

Communication skills

• Must be able to speak and understand English & Arabic
• Must have excellent communication and interpersonal skills
• Must be able to share knowledge and learning
• Must have ability and sense of active learning
• Must Have Strong problem-solving skills with attention to detail

Leadership skills

• Proactive and courteous customer approach
• Able to accept criticism and deal calmly and effectively within high stress situations