Contact Center Agent - UAE National Only | IKEA | Dubai

You are responsible to operate the Exchange & Refund Desk in the store in day to day function. It is your overall responsibility to take decisions regarding any exchange or refund, and solve any problems so as to ensure that the customer is completely satisfied when he/she leaves the store

Key Specific Accountabilities:

Customer

• Ensure that the customers who come to the Returns & Exchange desk perceive the policy as generous and the procedure quick and easy.
• Able to use your judgment to handle specific problems with common sense, thereby ensuring a satisfied customer who will come back. Thus, by providing excellent customer service you guide your team in using the opportunity to regain potentially lost customers.
• Handle customer in positive and fair manner as they have an important role in regaining potentially lost customers.

Operational

• Handle returns and exchange issues. Based on your judgment, experience and authority given by the management you may make exceptions with the purpose of retaining a customer or redressed of genuine grievance.
• Involved in the training and development and look after all aspects that affects their day to day performance and is responsible for their annual appraisal.
• Use the information from Returns& Exchange desk to detect and act upon or report to the management about a product fault, safety problem or transportation problem

Financial

• Prepare daily / weekly / monthly reports of transactions at the returns & Exchange desk. The data is used to reconciling with the cash till as well as the accounts for the period of the report. The data is also important for analysing trends on sales and profitability and performance of the store.