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Ikea member of staff helping customers use touch screen
مقابلة وتفهم العملاء

顾客体验专员（顾客旅程设计）

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  • بكين, صين
  • التواصل مع العملاء

التوصيف الوظيفي

  • معرّف الوظيفة: 23124CN

  • تاريخ النشر: 11/08/2026

    • WHAT YOU'LL NEED TO HAVE

    • IKEA concept, culture and values – Knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people, to ensure right representation.
    • IKEA brand – Knowledge of what the IKEA brand and Ingka Centres/Livat brands means and how it should be incorporated in everything Ingka Centres does.
    • Customer experience practices – knowledge of the customer experience practices and innovations used by the industries worldwide (including retail, meeting places, F&B, leisure, hotel business, other places where customer experience is an integral part of the business
    • Customer Behavior – Knowledge of existing and potential customer’s needs, behaviours and aspirations to be able to help Ingka evaluate future endeavours and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making.
    • Customer centricity - Knowledge of how to approach and treat the Ingka Customer – before, during and after their visit.

    YOUR RESPONSIBILITIES

    • As the external contact window, provide good customer experience and deliver high service standard to our customers and partners.
    • Collect customer/partner voice (e.g. customer feedback, most frequent question...) and provide these to line manager.
    • Secure daily operation of customer service information desk, LIVAT Junior and reception area base on related procedures and processes. Deal with emergency, notify and coordinate relevant department.
    • Ensure good performance of devices, appropriate tools and appearance of the customer service information desk, LIVAT Junior, reception area and other customer experience area.
    • Provide specific assignments to base on different work areas:
    - Directory and events enquiry service
    - Public announcement service
    - Handle lost and found items service
    - Gift wrapping, gift exchange service, support customer loyalty card service
    - Locker service, phone charging service
    - Handle customer complaint and partner’s work request
    - Conduct survey on customer service satisfaction
    - Timekeeping management, secure KRONOS sign off timely and accuracy
    - Courier and mail service
    - Execute co-worker and people in the Centre engagement activities
    • Greeting customers/partners/visitors and answer phone calls.
    • Other position-related tasks assigned by line manager.

    ABOUT THIS WORK AREA

    To optimise the meeting place experience for the many people to drive visitation to the Meeting Places and IKEA and deliver sustainable business growth for our Partners and Meeting Places. Achieve operational results, drive efficiency improvements and enhance commercial performance, brand value and sustainability performance of the Meeting Places.








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