Job ID: 263134

Publicatiedatum: 02/11/2024

Who you are

● Knowledge of standards customer service in IKEA. ​
● Passion for customer support and customer satisfaction. ​
● Knowledge and understanding claim processes in SAMS and SÄLJA. ​
● Good knowledge about Claim Policy, Standard Operational Procedures connected with claims, routines and legislations. ​
● Understanding consumer law and using in claim process, including guarantees. ​
● Focusing on solution and deriving energy from achieving goals. ​
● Likes to contact with other people, deriving satisfaction from high quality service for customers. ​
● Passion for home furnishing, people's life at home, and the IKEA product range. ​
● Pride of the IKEA Brand and IKEA values. ​
● Ability to build trustful relationships, through good communication, negotiation and influencing skills

Your responsibilities

● Valuing and fulfilling customer needs and expectations, thereby stimulating more and more frequent visits. ​
● Understanding customer’s motivation and expectations and playing an active role in turning them into commercial opportunities. ​
● Ensuring a positive shopping experience that creates trust to the IKEA Brand before, during and after their visit. This shall happen by working in partnership with all business functions to contribute to commercial growth.​
● Ensuring high quality and efficiency of claims processes in IKEA which are suited to customer`s needs with protecting business of IKEA. ​
● Ensuring systematic work with claims roles in SAMS according to working methods, regulations and consumer law. ​
● Responsibility for accepting returns and processes in claims to secure correct money and product flow. ​
● Co-operation with RCMP to ensure good communication between units and improving claim processes from customer perspective. ​
● Responsibility for decision in claims to secure excellent quality, efficiency and high customer experience in post purchase contact with IKEA. ​
● Registration of returns from claims with correct reason codes and high qualities descriptions, to use it in analyze and reduce exceptional risk in the future. ​
● Proactive approach to changes in current processes and working methods to improve time to resolve in claims. ​
● Taking care about competences in Customer Relations team, sharing knowledge, support to achieve high level quality of customer service.​
● Ability to work independently and reliably on agreed working methods and able to implement solutions quickly​
● To make sure things happen, priorities, training and make decisions by championing flexibility, speed and simplicity​

​

Our team within IKEA

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!

Questions and support? Let's connect!

For internals, please have dialog with your line manager before apply jobs. We will contact to your line manager to ask your references as part of the process.

We appreciate your application. Kindly submit your application as soon as possible. We aim to conduct interview from XX APR based on our target on-boarding date which is Xst of XXX 2020. Regardless closing date of this job post, interview is going to proceed sequentially

Due to the tight timeline, invitations to interviews will most likely be sent out with short notice and we truly appreciate your cooperation & understanding for this. Some interviews may be conducted over phone or Video - Microsoft TEAMS (To reduce travel).

If you have questions regarding recruitment process, please contact to