Customer Care Center Coworker

3 weeks ago

Jeddah, 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**
- Passionate about getting a good solution for my customers. I do this by identifying my customers’ needs and using my knowledge of the IKEA systems and processes to offer solutions. This allows my customers to make informed choices, which leads to sales growth and profitability.
- Take ownership for resolving my customer’s individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised.
- Assign daily cases come through social media account to the nominated agent to proceed with it.
- Tag the sentiment in the tool with the proper description (Positive, negative and neutral) for each post.
- Insert the key words in the social listening tool
- Prioritize the cases according to its urgency then communicate with the concerned parties.
- Gather and complete customer data in order to track the orders efficiently.
- Maintain direct Communication with social media agency regarding other social accounts complains.
- Register the escalated cases in the social media daily report then assigning to 3PL and concerned parties
- Follow up on the social media Cases with the concerned parties and replay back to customers with the required solution
- Approach customers via phone and update or confirm any details regarding the escalated case to create excellent shopping experience.
- Maintain and manage the positive sentiment to enhance the brand image.
- Responsible for own development and look to the manager to support in improving competence.
- Available to help and support co-workers in own department and other areas of the contact center when the manager needs me to do so.
- Ensure our contact center is a safe and secure environment at all times for visitors and co-workers.
- Awareness of the unit’s action plan and take an interest in how we are meeting the agreed goals.
- Plan, create, publish and share new content (including original text, images, video and code) on a daily basis that builds meaningful customer connections, increases brand awareness and encourages community members to engage with the brand
- Collaborate with sales and marketing teams to develop social media campaigns
- Stay up to date with the latest social media best practices and technologies
- Set up and optimize company pages within each platform to increase the visibility of company’s social content
- Utilize online resources. Now more than ever, there are accessible, and often free, tools dedicated to developing an effective social media presence. From blogs and video tutorials to FAQs and user support within each platform, you can access a wealth of additional tips and step-by-step assistance online

**Qualification**
- Good proficiency and navigation skills around a PC - also now including the internet.
- Excellent keyboard skills - as they usually have to input data into a system.
- Good telephone manner with a clear speaking voice - as most of their work will be done over the telephone.
- Good communication skills and the ability to build rapport with the customer.
- High passionate skills related to helping people out, clarifying information and team work engagement.

**More Information**
- Clear Verbal Communication.
- Telephony, listening and attention to details skills.
- Multi-tasking, focusing and Data Entry Skills.
- Customer absorbing talent.

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