Company Description
The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.
We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.
Job Description
Customers
• I ensure customers receive a consistent level and level of service by focusing on measuring and maintaining quality through a quality framework.
• I am proactive in using all the tools and materials to support business growth with the customer in focus.
• I will act as the Voice of the Customer by collecting and collating feedback, developing reports and providing insights and analysis via contact information sampling and using the methodology defined in the quality framework.
• To improve the customer shopping experience, I am responsible for the updating of information for accuracy and relevancy on our self-serve tools and websites, in conjunction and partnering with other departments such as PR, Marketing, and Sales
Commercial
• Proactively working with business departments in the contact centre, to understand the business plan and long-term development needs based on customer service requirements.
• Understanding the IKEA range and business goal, and be good at find out the potential performance improvement opportunities in the contact centres, not only from a Quality stand point, but also a business point of view.
• Good knowledge of rules and guidelines of contact centre business, as well as store related functions. • Being a reference source in the event that external service providers require recommendations or feedback pertaining their in-house monitoring structure or scorecard.
People
• I actively support and develop cooperation across all areas of contact centre, through working closely together, sharing knowledge and understanding each other’s responsibilities, in order to achieve our common objectives.
• I support the internal communications so that they are open, clear and customer focused to align with IKEA’s culture and values.
• I value other colleagues’ ways of working and I learn from those who work differently from me. • I know the IKEA social and environmental commitments and know how I can contribute to sustainability.
• I pass on my knowledge to 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 have an overview of the contact centre and customer relations action plan and understand how the Quality system and platform support this.
• Act as the contact person for all Quality operations- internal and external, supporting colleagues for any Quality related-issues.
• Ensure all administrative documentation is processed and filed in an accurate, timely and cost effective manner.
• 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 customers. I look for more effective ways of working to reduce costs, drive new customer activation, retention, repurchase rates, and reduce churn
Qualifications
• Be passionate about customers and act to ensure a positive shopping experience.
• • Passionate about growing and developing business. • Always strive for excellence and high performance.
• Passionate about home furnishing, people's life at home and the IKEA range of products and services.
Experience on Contact Centre: Quality Assurance supervisor or similar.
Additional Information
Capabilities:
• Supporting and cooperating
• Interacting and presenting
• Analysing and Interpreting
• Adapting and Coping