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Customer Support Generalist

Customer Support Generalist

303540BR

Hyderabad

PURPOSE OF FUNCTION
 
 
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.

OVERVIEW OF THE ROLE

  • Managing incoming calls and customer service inquiries
  • Understand the unit action plan and actively contribute in achieving the goals.
  • Provide fast and easy support in all customers’ contacts using the specifics of the contact method.
  • Actively build rapport with customers by being empathic, helpful and providing a solution that satisfies the customer.
  • Balance customers' expectations and service level goals by dealing with customers in an efficient and effective way.
  • Verify and document customer information in applicable systems, with high quality and in a trustful way.
  • Fulfill daily business tasks in line with operational routines, regulations and guidelines.
  • Offer additional buying opportunities by informing the customers about choices available in our product and service range to fulfill their needs.
  • Actively seek for new information to develop my knowledge to always be up to date.
  • Take responsibility for learning and development in everyday situations. Understand that my development is my own responsibility.

 
 
JOB SPECIFIC EXPERIENCE & SKILLED REQUIRED
 
 
Essentials for the role

  • 0-2 years of experience in customer care/ retail.
  • Good knowledge of the IKEA product and service range.
  • Good computer skills.
  • Knowledge about the IKEA Brand, culture and values.
  • Knowledge about customer care and how to meet the customer the IKEA way.
  • Good knowledge about relevant Sales and Customer Relations processes, tools and working methods.
  • Knowledge about IKEA tone of voice. Knowledge about how to communicate to customers across contact methods.

 
MOTIVATION

  • Passion for customer support and supporting customers in the best possible way, while reaching set goals.
  • Personal values reflect IKEA values.
  • Passion for the IKEA product range, home furnishing and peoples' life at home.
  • Enjoy working in a fast-paced and future-oriented environment.
  • Hungry for knowledge and a desire to increase skills in order to benefit the IKEA business and grow personally.