Call Center Agent

• Guarantee satisfaction of all customers contacting through contact center
• Identify customer needs and offer simple solutions
• Take responsibility for resolving customer needs with realistic timelines
• Update system with case notes for colleague awareness
• Meet agreed service levels for response times
• Handle angry or upset customers calmly
• Encourage customer feedback to improve shopping experience
• Use contact center tools to access IKEA range information
• Respond to customer inquiries efficiently
• Support additional sales opportunities
• Communicate customer priorities to stores
• Update systems for accurate stock maintenance
• Look for more efficient ways of working

• Good knowledge of how to support IKEA customers before, during, and after purchase
• Experience in ensuring a smooth and easy buying process
• Familiarity with relevant processes, tools, and working methods for the role
• Ability to make things happen with flexibility, speed, and simplicity
• Comfortable and familiar with using a computer
• Good knowledge in handling customer complaints or crisis situations

Intermediate spoken and written English (able to hold a simple conversation in English)