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Customer Relation

3 weeks ago

Riyadh, 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**

**Responsibilities**:

- You are responsible to Supervise and coordinate activities of co-workers engaged in customer service jobs.
- You are responsible train, develop and evaluate the performance of co-workers in your area of responsibilities

Main Tasks:

- Check Daily attendance of co-workers, arrange and schedule jobs among co-workers
- You conduct routine briefing and assign tasks to individuals
- You ensure that all staff works according the pre-set and agreed procedures and routines.
- Conduct daily inspections on articles not delivered to the customers and ensure its returned to the stock
- You check customer issue registration procedure, pending issues and start following up.
- You register any new case(s) throughout the shift in the system
- Check wrong sale, cashier mistakes, over sale / price, and damage reports and sign them of.
- Displays IKEA standards and value system in behavior and appearance
- You maintain the customer suggestion box and appreciation box and raise those document to HR in monthly basis.
- Communicate with other departments and managers to resolve problems and expedite solutions
- Demonstrate a good understanding of policies, routines and procedures within your area of responsibility
- Interpret and communicate work procedures and IKEA policies to co-workers
- Help co-workers in resolving problems and completing assign tasks
- Follow up the delivery schedule with the D&A department and maintain a log book to ensure that purchased articles are delivered to customers in a timely and safe manner
- Resolves complaints and answers questions of customers regarding services and procedures.
- Check work of subordinates such as reports and records for accuracy and content and correct errors.
- Utilize the IKEA Concept Description, documentation and manuals together with the relevant tools to develop the business, your department and yourself
- Remain flexible and proactively look for opportunities to help in other areas in your function and where appropriate the larger store environment
- Prepare, maintain and submit reports and records, such as damage reports, quality reports, sales mistake reports, troubleshoot etc
- Analyze the report with action plan need it for improvement.
- Report Key performance indicator (KPI) for your section in monthly basis.
- Make recommendations to management concerning staff and improvement of procedures

**Qualification**
- Proven track record of 3 years (1-2 years in a leadership role) in fast paced, customer focused and multichannel retail environment while taking responsibility for a large team. Home Furnishing experience is a plus.
- Good understanding of IKEA culture and values.
- Having the ability to priorities and organize work and the work of others in order to make the most efficient use of the time available.
- Have managed a large team who operates in a multi-disciplinary form.
- Having the ability to adjust the style of communication to get the message across to the customers with a strong ability to communicate confidently and clearly in the local language and English.
- Avid customer centric mindset and behavior and continuous strive to deliver customer service excellence.
- Problem-solving and conflict-management.
- Being self-reliant and motivated with a proven ability to work as part of a team as well as independently

**More Information**
This position is in Riyadh Store Eastern Ring Road