Senior Customer Service

Job Purpose: 

To assist the CS Manager in controlling and managing the execution of pre-determined tasks within the CS Department. To monitor and control day to day job tasks and ensure service performance standards. Daily reporting of problems areas and to highlight specifics to the CS Manager. To also ensure smooth inter-departmental interactions. To effectively manage and motivate CS staff towards achievement of work objectives.

Key Accountabilities:  

Operational:

•   Monitor the level and quality of Customer Service given by the CS staff at the Information Desk area at the Store’s Entrance, the Telephone Operators and Playroom area.

•   Support the Customer Services Manager to increase customer service levels by obtaining customer feedback and suggestions, collecting all the feedback from customers from different points in the store and collating report s to present to the store management team. The Customer Service levels are measured by the ISCC results twice a year. 

Customers:   

•   Organize and ensure the safe, clean, friendly and courteous operation of the Children’s Playroom and Ball room areas. 

•   Ensure the shopping tools are filled across the store to ease the customer shopping in IKEA.

•  Ensure there is a greeter at the entrance to handle yellow bags to all the customers.   

People Management and Development:

•   Motivating the Customer Service staff towards achievement of work objectives. Support the team to achieve their objectives by ensuring they understand the company business plan and objectives. 

•   Be Train the Trainer for the department and ensure all the co-workers in the department are trained in Product Knowledge, customer service training, Concept training, H&S trainings

•   Act as Payroll administrator and be a super user for the Staff Management System and generate the schedules using the system. Monitor attendance of the customer service co-workers and monitor sickness and other absences levels.

•   Provide the Customer services manager with feedback and their recommendations during the Probationary period reviews and annually reviews for the staff in the customer service department.

•   Ensure the staff working in the Playroom area are trained to handle children, 

•   Ensure staff working within the Playroom receive H&S training, Fire Evacuation training.