You want 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.
You need to understand the unit action plan and actively contribute in achieving the goals.
You work actively and regularly with the solution and have expert knowledge and understanding in how the tools are used in the process they are supporting.
You provide support to and secure a network with end users in order to keep awareness of strengths and opportunities of the solution and forward information to the solution owner.
You will ensure all relevant documentation is translated, up to date and accessible and support the implementation timeline when rolling out global solutions and conduct trainings for the end users.
You will have to prioritise and decide on change requests within area of responsibility to improve the customer experience and operational efficiency.
You will verify new releases during the test and production phase and provide feedback.
You will contribute in activities defined as having potential for improving the business with a clear advantage for our customers and co-workers.
You are able to share information, knowledge and experience with your colleagues. You are able to plan and work with multiple tasks while having tight deadlines. You are a good problem solver and pay excellent attention to details by being persistent, structured and accurate. You have an extensive knowledge (both technical and content) of relevant Customer Support Centre tools, system and processes. You have good knowledge in Microsoft Office. Technical knowledge and interest. You have an understanding of Customer Support Centre operations and how the business is executed and deep understanding of how systems and processes work and impact each other.