Customer Service Assistant

Job Description

Customer Service Assistant – Call Center | Retail | IKEA Egypt

Job Purpose:

Provide an efficient Customer Chanel for Customer feedback through assisting customers in a friendly and professional manner with all calls coming into IKEA Hotline, whether inquiries, suggestions or Complaints. Log all feedback onto CRM system and send necessary feedback to relevant Departments.

Key Accountabilities: 

Customer   

•   Attends all assigned calls promptly and courteously based on pre-set Call Center SLA’s and KPIs.

•   Route calls to relevant Departments and follow-up where necessary.

•   Handles customer complaint professionally and responds with efficient solutions and escalates where necessary.

•   Briefs the Duty Manager on complaints that require management assistance.

•   Enters feedback from all calls onto CRM system for building of knowledgebase.

•   Generate daily Call Center reports   

Operational 

•   Operates the store paging and music system.

•   Ensures awareness of all emergencies and evacuation procedures and list codes for announcement purposes

•   Deals with internal operator issues

•   Ensure all system procedures are adhered to as per policy / procedure

•   Makes announcements in English and Arabic and pages the relevant person the visitor or co-workers have asked to see.   

Skills

Qualifications:

Minimum Qualifications and Knowledge: 

•   Graduate or Diploma from Commerce, Marketing or similar field.

Minimum Experience: 

•   2 years in a similar role.                      

Job-Specific Skills: 

•   Call Center skills

•   CRM System skills

•   Analytical Skills, Effective Communication 

Behavioral Competencies:

•   Interpersonal Skills

•   Business Acumen

•   Problem Solving

•   Confident

•   Leadership Skills

•   Strategic Thinking