Customer Service Coworker

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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

Accountabilities:

• Enhance IKEA's leadership in home furnishings by delivering high-quality service to all customers who file complaints through the Ministry of Commerce and Investment (MCI).
• Provide courteous and positive customer service to reinforce IKEA's reputation as the premier home furnishing retailer.
• Generate regular reports on MCI ticket resolutions and customer satisfaction metrics to provide insights for senior management.
• Identify and recommend improvements to streamline the complaint resolution process.
• Liaise with relevant departments to investigate root causes and find solutions.
• Maintain a database of complaints, resolutions, and customer feedback to identify trends and areas for improvement.
• Act as the primary point of contact for escalated complaints and inquiries.
• Ensure all complaint handling processes comply with legal and regulatory requirements.
• Implement continuous improvements in the complaint resolution process.
• Maintain IKEA's tone of voice in all communications.

Main Duties

• Monitor and review tickets on the MCI portals (Retail & Online) for all the country and any escalations.
• Ensure every MCI ticket on the portal and Escalation by email has a corresponding case registered in the CRM system and resolved within agreed SLA.
• Accurately create CRM cases under the appropriate category, including detailed descriptions of complaints.
• Follow up on MCI CRM cases until full resolution is achieved.
• Communicate with MCI customers through suitable channels to confirm receipt of complaints, gather necessary information, and provide updates on case resolutions.
• Review CRM or order-related histories in the system before contacting customers to address their issues and propose appropriate solutions effectively.
• Verify the system history before making customer calls to ask relevant and necessary questions.
• Deliver exceptional customer service to MCI customers through all communication methods, including phone calls and emails.
• Flag active CRM cases as MCI when relevant tickets are received.
• Ensure all required information, such as portal date and ticket number, is accurately recorded in the CRM for MCI cases.
• Coordinate with other business units to resolve issues within agreed SLA from Receival date in portal.
• Confirm with customers who have delivery and assembly services to ensure completion.
• Contact customers during and after the service to ensure satisfaction.
• Respond promptly and professionally, adhering to all IKEA customer service policies.
• Required visits to the MCI headquarters may be necessary upon request to meet the team and represent IKEA.
• Coordinate with MCI representatives to resolve escalated cases and maintain positive relations.

Experience

Experience in customer service, conflict resolution, and team management is essential.

Advanced experience in conflict resolution or MCI customer service management are advantageous but not mandatory.

Strong leadership skills to guide and motivate a team of three employees.

High level of emotional intelligence to handle sensitive complaints empathetically and professionally.