Overview of the role

Provide an efficient Customer Chanel for Customer feedback through assisting customers in a friendly and professional manner with all calls coming into IKEA Hotline, whether inquiries, suggestions or Complaints. Log all feedback onto CRM system and send necessary feedback to relevant Departments.

What you will do

Customer

• Attends all assigned calls promptly and courteously based on pre-set Call Center SLA’s and KPIs.
• Route calls to relevant Departments and follow-up where necessary.
• Handles customer complaint professionally and responds with efficient solutions and escalates where necessary.
• Briefs the Duty Manager on complaints that require management assistance.
• Enters feedback from all calls onto CRM system for building of knowledgebase.
• Generate daily Call Center reports

Operational

• Operates the store paging and music system.
• Ensures awareness of all emergencies and evacuation procedures and list codes for announcement purposes
• Deals with internal operator issues
• Ensure all system procedures are adhered to as per policy / procedure
• Makes announcements in English and Arabic and pages the relevant person the visitor or co-workers have asked to see.