The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at affordable prices . We are part of IKEA Al-Homaizi Limited, operating in three countries - Kuwait, Jordan, and MOROCCO.
Our keywords are Home, People, Happiness, Development, Leadership, Inclusion & Diversity, All with Passion!
Join us to bridge your dreams and unique ideas within an organization that believes in People !
A day in your life with us:
You will be responsible for the engagement and management of customers through effective use of resources to support the IKEA stores.
You engage with customers across the different channels, and are proactive and helpful at all times.
You must have a good understanding of the IKEA tone of voice, identify with the brand values we wish to deliver, and also participate actively in the community as a guide.
You also must build a strong partnership with other departments.
Enjoy interacting with people from all walks of life,and are able to communicate effectively.
You are a problem-solver, build trustful relationships, and respond to situations quickly and calmly.
You know your business processes and how the users and customers perceive their situation, as well as have a high ability to prioritise and make business and customers’ needs known.
Support the development of a multichannel shopping experience by fulfilling the emotional needs of customers in order to build brand loyalty.
Drive the mindset change and develop the support needed in creating a caring meeting with customers where co-workers are engaged and stimulated.
Secure the active promotion of family-friendliness in order to make the IKEA store an exciting and fun destination.
Help to develop and promote options in the shopping experience in order to contribute to the IKEA social and environmental commitments.
Achieve and follow up on all Customer Experience KPI’s.
Share best practices and benchmark operational excellence to enhance the positive experience.
Be the customer insight expert and identify gaps between customer expectations and experience so that the complete country organisation can then act upon them.
Sound understanding of business and a background gained from working in a customer-focused, fast-paced and omnichannel retail environment.
Contact Center Experience
Call Center Software knowledge
Experienced in creating and implementing mid-term plans and following up goals.
Proven customer-focused mindset.
Self-reliant and motivated with proven ability to work as part of a team as well as independently.
Self-confident and assertive with the ability to influence through the use of customer insight.
Ability to set clear expectations and directions.
Proven record/experience of developing people and organisations.
Good analytical and numerical skills.
Ability to communicate confidently and clearly in the local language(s) and English.
IKEA store experience in a customer-facing role.
Experience of working in a customer service management role within retail business.
Quick learner who can adapt easily to changing demands.
Ability to understand the key principles of the shopping experience and customers’ expectations.
Interested in home furnishing.
A few more details for you
This position is full-time and is located in Tetouan, Morocco. Some travel may be required.
Please send your CV in English and tell us why you would be a good fit for this role.