Agente de Call Centre
Core
Ensure satisfaction of all customers contacting IKEA directly via the call center across all channels by identifying needs and offering simple, effective solutions.
Role type
Customer service agent (call center)
Builds
Customer support interactions and sales opportunities for IKEA products and services
Domain
Retail (furniture and home decoration)
Deliverable
client delivery
Required skills
customer needs identification, system and process knowledge, realistic timeline communication, case note documentation, inventory accuracy updates, upselling, complaint handling, computer proficiency
Preferred skills
intermediate spoken and written English, experience in ensuring a smooth purchase process, familiarity with relevant work tools and methods, flexibility and speed, adaptability
Technologies
call center tools, inventory management systems
Responsibilities
Identify customer needs and provide solutions using IKEA system knowledge, update systems with case notes for team visibility, promote product assortments and marketing campaigns, handle customer complaints and crisis situations, update inventory records for accuracy, encourage customer feedback to improve future experiences
Seniority
Individual contributor