Customer Service Specialist 顾客服务专员

• 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.

• 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:

• Greeting customers/partners/visitors and answer phone calls.
• Other position-related tasks assigned by line manager.

IKEA