| Job Location | Cairo, Egypt |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Accounting |
| Functional Area | Not Mentioned |
Job Purpose:ÿProvide an efficient Customer Chanel for Customer feedback through assisting customers in a friendly and professional manner with all calls coming into IKEA Hotline, whether inquiries, suggestions or Complaints. Log all feedback onto CRM system and send necessary feedback to relevant Departments.ÿKey Accoutabilities:ÿCustomerÿÿÿ?ÿÿÿAttends all assigned calls promptly and courteously based on pre-set Call Center SLA?s and KPIs.?ÿÿÿRoute calls to relevant Departments and follow-up where necessary.?ÿÿÿHandles customer complaint professionally and responds with efficient solutions and escalates where necessary.?ÿÿÿBriefs the Duty Manager on complaints that require management assistance.?ÿÿÿEnters feedback from all calls onto CRM system for building of knowledgebase.?ÿÿÿGenerate daily Call Center reportsÿÿÿOperational?ÿÿÿOperates the store paging and music system.?ÿÿÿEnsures awareness of all emergencies and evacuation procedures and list codes for announcement purposes?ÿÿÿDeals with internal operator issues?ÿÿÿEnsure all system procedures are adhered to as per policy / procedure?ÿÿÿMakes announcements in English and Arabic and pages the relevant person the visitor or co-workers have asked to see.ÿÿÿ
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