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Customer Support Centre Co-worker

4 months ago

Perth, Australia IKEA Full time

Who you are

This roles gives you the opportunity to have a more flexible work environment with working from home an option for some shifts per fortnight. The remainder of your shifts would require you to work from our office at IKEA Perth store. You will need to ensure that you have a fast and reliable wired internet connection to be considered for this role. And a safe and ergonomic workspace, free from disruption

To succeed in this role you will need to be;
- Passionate about securing the best customer experience
- Curious with strong problem solving skills to help create innovative solutions for our customers
- Able to demonstrate excellent written and verbal communication skills showcasing a polite and friendly manner
- A team player with a ‘Togetherness’ mindset but also be also to work independently and find solutions
- Able to remain calm and empathetic when faced with stressful situations
- Comfortable in using computers and IT systems or be open to learn and try new things
- Available to work a mixture of shifts (8:45am - 8:30pm) which include, morning, afternoon and late nights, as well as every second weekend
- You must be available for 4 weeks of full time training (9am-5pm Monday Friday).

**Your responsibilities**

As a Customer Support Centre Co-worker, your responsibilities will include but not be limited to:

- Provide qualitative customer support in all channels (phone, chat, mail etc.), to secure a great customer experience, thus building trust in IKEA brand.
- Offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, in order to maximize customer satisfaction
- Make use of issue resolution techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention.
- Investigating complex cases, liaising with IKEA service provider and assessing quality & warrant related issues.

**Together as a team**

This varied role will see you attending to general customer queries over the different communication channels, which can be both simple and challenging. You will be processing orders and resolving customer enquiries and complaints. By building trusting relationships with customers you will educate customers on our home furnishing solutions.