Customer Relations Officer

About the job

• To ensure a positive and joyful shopping experience for all IKEA visitors and customers. This includes in particular:

• Ensure the department is fast and efficient for our customers, and cost-effective for the IKEA store.

• Ensure that customers’ issues are handled efficiently and with empathy.

• Actively working towards fulfilling the four tasks of the store.

Your assignment

Customers

• I am helpful and friendly in my approach to my customers, always aiming for a win-win situation and for repeat business.
• My priority is to ensure my work space is effectively equipped at all times throughout the day and that I am ready and available to help customers when needed.
• I have the knowledge, confidence and desire to resolve customer complaints. I deal positively and quickly with any issues they raise.
• I have the knowledge, confidence and desire to make the buying process as easy as possible for our customers.
• I ensure we listen to our customers and use knowledge of both the IKEA product range and how retailing works in order to offer informed solutions and resolve customer issues.
• I am empowered to solve customer complaints within my level of authorisation. I recognise when I need to escalate an issue and then pass on the relevant information to a manager for him/her to be able to deal effectively with the customer.
• I know how to assemble IKEA products so I can assist customers who have difficulties assembling them. I also exchange component parts when they are needed offer solutions to frequently asked questions. This helps to make a better future shopping experience for everyone.
• I record information accurately in the relevant systems so that we can use the resulting analysis to make improvements to our customers’ future shopping experiences.
• I ensure the IKEA store is a safe and secure environment at all times for visitors and colleagues.

Commercial/Business
I optimise the relationship with our customers in order to drive sales growth and sustained long-term profitability.
I do this by:

• Ensuring I know the IKEA product range and services and actively work to offer alternative solutions that meet the needs of individual customers’.
• Understanding the importance of accurate stock inventory and how my own actions impact on this.
• Understanding the IKEA Concept, global solutions, tools and working methods and ensuring I use the appropriate manuals from Inter IKEA Systems to help me optimise our customers’ shopping experience.
• Contributing to my department’s action plan and taking ownership for my part in its delivery.
• Listening to feedback from customers when it is given and passing this on to my manager.
• Working with my manager to identify solutions to customer issues.

People

• I am available to help and support colleagues when needed.
• I actively work together with other store functions to continuously improve the shopping experience for our customers in order to drive sustained long-term profitability.
• I value other colleagues ‘ways of working and I learn from those who work differently to me because I understand we are most effective when we work together and amplify each other’s efforts.
• I share my knowledge with my colleagues and encourage them to do the same.
• I keep my colleagues informed so that they can perform their roles effectively.
• I am responsible for my own development and look to my manager to support me in improving my competence.

Financial

• I know the Customer Relations action plan and support the goals and targets given to me by my manager to ensure the effective execution of our action plan.
• I have an overview of the store action plan and understand how the Customer Relations action plan supports this.
• I know our daily and weekly service targets and this drives me to improve our service delivery.
• I understand the impact of my actions on the financial results of my area and know which results I have influence over and how to balance this with the needs of my customers.
• I follow cash handling procedures to ensure the security of all monies received.
• I continuously look for more effective ways of working to reduce costs.

Requirements

• Possess cheerful, pleasant personality with a positive mindset.
• Having customer service minded, sales driven and feel motivated in working in a vibrant retail environment.
• Physically fit with hands-on approach.
• Meticulous with an eye for details and follow-up skill.
• Strong team player and able to work in a fast-paced working environment.
• Comfortable to handle basic food preparation.
• Able to work on rotating shifts and support retail operations during peak periods on public holidays weekends.