Customer Service Coworker

2 weeks ago


Al Hufūf, Eastern Province, Saudi Arabia IKEA Full time

Company description
Come help us create a better everyday life for the many people. That's the IKEA vision.

We do that by offering a wide range of home furnishings with good design and function at prices so low that as many people will be able to afford them.


Job description

  • Responsible to strengthen IKEA as the leader in home furnishing by providing a quality service to all IKEA customers who raise complain though Ministry of commerce and Investment.
  • Provide a courteous and positive customer service experience to strengthen IKEA's position as the best home furnishing store
  • Daily check for MCI portals ( Retail & Online ) to review / extract tickets
  • Ensure that for each MCI ticket on portal there is CRM case registered.
  • Create CRM cases under the right category with explained complaint description.
  • Follow up on MCI CRM cases till it is completely resolved
  • Contact MCI customers through appropriate channel to confirm receiving the complaint, gather information or update on case resolution.
  • Before contacting customers, agent should CRM or order related history in the system to be able addressing customer issue & propose suitable solution.
  • Check the history in the system before you call the customer to be able to ask him related and needed question
  • For any MCI Ticket received, if the case is active in CRM then agent should make sure to flag this case as an MCI.
  • Agent should ensure to fill correctly all the information required in CRM for MCI cases like portal date & ticket no.
  • Contact other business unit to ensure resolving the issue within 4 days from portal date
  • Confirm back with customers who have delivery and assembly service to ensure that it is completely delivered.
  • Ensure to respond as per IKEA tone of voice though all way of communication
  • Contact the customer during the service and after it is completed
  • Respond in a timely and professional manner, adhering to all IKEA customer service policies

Qualification General retailing experience**- 1-2 years experience of working in Customer Service department of retail organization

  • Preferably a college degree
  • Knowledge of principles and processes for providing customer and personal services

Communication skills

  • Must be able to speak and understand English & Arabic
  • Must have excellent communication and interpersonal skills
  • Must be able to share knowledge and learning
  • Must have ability and sense of active learning
  • Must Have Strong problemsolving skills with attention to detail

Leadership skills

  • Proactive and courteous customer approach
  • Able to accept criticism and deal calmly and effectively within high stress situations


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