ภาพรวม

• รายได้ต่อเดือน

  -

• ประเภทธุรกิจ

  Manufacturing(Other)

• รายละเอียด

  PURPOSE OF THE JOB
  
  Lead and inspire your team to ensure IKEA after-sales service is fast and efficient for our customers and cost-effective for the store.
  You use our generous returns policy to ensure complaints and claims are handled in a reliable, efficient and friendly way.
  Always aim to create a positive experience for our customers, so they are motivated to return more frequently over time, and buy more over time. I actively work towards fulfilling the four tasks of the store:
  
  To act as a highly efficient, and staffed, sales mechanism.
  To show home furnishing solutions full of inspiring home furnishing ideas.
  To serve as a well-qualified home furnishing specialist.
  To provide a day out for the whole family.
  Key Assignments
  
  Customers
  
  The top priority is to give the customers a positive exchanges and returns experience by:
  
  leading and managing the team to have the knowledge, confidence, ,authority and desire to resolve customer complaints.
  be available to support the team when they cannot resolve a customer’s need, dealing positively and quickly with the issue raised by the customer.
  ensure we listen to our customers and use our knowledge of both the products and how IKEA works to offer informed solutions.
  spend most of the working time in the exchanges and returns area, supporting the team and ensure the customer leaves with a positive impression of the IKEA store and wanting to come back.
  analyse customer feedback to identify the root causes of issues which impact negatively on the service we offer to our customers. Feedback the results of this to the customer relations manager, to improve the future shopping experience for our customers.
  Commercial/Business
  
  Manage the team to optimise the relationship with customers when they exchange and return products in order to increase customer satisfaction and create the desire to want to return and shop again.
  
  understand the IKEA products and actively work to offer alternative solutions to meet individual customer’s needs.
  actively act on the findings from root cause analysis, direct issues appropriately to where the problem can be resolved. Implement changes which will improve customers’ satisfaction.
  understand the importance of accurate stock inventory and how my own actions impact on this.
  act on product quality problems in the store and direct them to the appropriate IKEA company.
  use customer feedback with the commercial team to improve the service to our customers now and in the future.
  educate the team member to understand the IKEA Concept, and ensure they use the appropriate manuals from Inter IKEA Systems B.V. and other global solutions to help maximise our customers’ shopping experience.
  develop an exchanges and returns action plan for the store based on the insights from customer feedback, the store's customer relations plan, taking input from the Customer Relations manager and the E&R team