About the Job
Reporting to the Customer Contact Care Team Leader, the Temporary Contract Agent is responsible for building and maintaining strong relationships with new and existing customers in a fast-paced, multi-channel retail environment. This role focuses on understanding customer needs, motivations, and expectations to deliver a positive and seamless shopping experience that strengthens trust in the IKEA brand.
The agent will handle customer interactions across all contact centre platforms, ensuring timely, accurate, and high-quality support that drives customer satisfaction.
Your Assignment
- Deliver effective solutions by identifying customer needs and utilizing knowledge of IKEA systems, policies, and processes
- Take ownership of each customer case, providing clear timelines and consistent updates until resolution
- Meet agreed service levels by managing response times and collaborating with team members to maintain high customer satisfaction
- Apply understanding of store operations to recommend suitable solutions and promote add-on sales opportunities
- Actively listen to customers, anticipate their needs, and recommend relevant IKEA products and services to enhance their shopping experience
- Provide and receive constructive feedback to continuously improve team performance and overall customer experience
- Support IKEA Philippines customers while maintaining the IKEA tone of voice in all interactions
- Assist co-workers across the contact centre as needed, demonstrating flexibility and teamwork
- Ensure a safe, secure, and professional contact centre environment
- Stay informed about IKEA performance and contribute ideas to improve efficiency and reduce costs
