الوظيفة : Senior Customer Service | IKEA | Qatar الراتب / الأجر : في المقابلة مكان العمل : الدوحة ،قطر تفاصيل الوظيفة : One of the companies bearing Al-Futtaim name is IKEA. IKEA is the world’s largest home furnishings store, founded in Sweden over 60 years ago. At IKEA not only our furniture is down to earth, straightforward and inspiring, but so is our work ethics. Despite being the leading home furnishing retail franchisee across the world, we at IKEA still give you the room to grow! At IKEA “creating a better everyday life for the many” isn’t only our vision, it’s our way of life! Job Purpose: It is the responsibility of the Customer Service Manager to strengthen the IKEA position as the first choice Home Furnishing store in the local market by ensuring positive customer experience before, during and after purchase, with specific responsibility for Smaland, Customer Service Desk, Operator, Call Centre, Shopping Tools and CSI. المهارات : Customers: * Monitor and improve the shopping experience for the customer all around the store by: * Acting as the customers advocate in the management team. * Use customers’ feedback as a tool for improvements. * Drive the change process by addressing the department of the root cause of a service problem. * Take the ownership of driving service priorities. * Ensure that Parking is customer friendly and manage high volume when necessary. * Determining and implementing the Customer Service Policy throughout the store. * Tools/source of information to monitor: * Constructive approach to customer complaints and returns. * Compile, track and follow up of 10 most frequently asked customer questions all around the store. * Compile, track and work with customer comments (suggestion boxes, call centre, emails, letters, verbal in the store). * Conduct and analyse customer interviews (CSI or equivalent method). * Work with IKEA Brand Capital PMA study or Visitor study and the Regional Marketing Team. * Conduct focus group interviews. * Commercial/Operational review Customer Service. * Checklist and theme discussions. * Customer flow analysis. * Constantly and systematically monitor competitors in the PMA with the respect to customer service and deliver input and conclusions to the business plan process of the store – preparing frequent feedback reports for Management and Service Office Teams. Commercial: * Manage the following departments of the store: - Entrance and Greeter function - Playroom – taking care of the children so parents can shop in the store in an easy way. * Replenishment of all Shopping tools all around the store (shopping trolleys, furniture trolleys, shopping bags, pens, shopping lists, measuring tape, loan catalogues). * Family Friendly services around the store. * Secure that the How to shop information is implemented according to the IKEA manuals, Responsible for the Store customer guidance syste الإيميل : wazefa100@gmail
Posted on: Sat, 26 Jul 2014 10:00:00 +0000
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