The Job

顾客体验专员（顾客旅程设计）

Logistics, Sales & Operations · Sales & Business Development · Customer Success

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In short

This role focuses on delivering excellent customer experiences and high service standards within a meeting place environment. Responsibilities include collecting customer feedback, managing daily operations of the customer service desk, handling inquiries and complaints, and executing engagement activities to optimize the overall customer journey and drive visitation.

Responsibilities

  • Serve as the external contact window, providing good customer experience and high service standards to customers and partners.
  • Collect customer/partner feedback and frequent questions to provide to the line manager.
  • Manage daily operations of the customer service information desk, LIVAT Junior, and reception area according to procedures.
  • Deal with emergencies and coordinate with relevant departments.
  • Ensure good performance of devices, tools, and appearance of customer service areas.
  • Provide specific services such as directory and event inquiries, public announcements, lost and found, gift wrapping/exchange, locker service, phone charging, handling complaints and requests.
  • Conduct surveys on customer service satisfaction.
  • Manage timekeeping and ensure timely and accurate KRONOS sign-off.
  • Handle courier and mail services.
  • Execute co-worker and people engagement activities within the Centre.
  • Greet customers/partners/visitors and answer phone calls.
  • Perform other position-related tasks assigned by the line manager.

Requirements

  • Knowledge of IKEA concept, culture, and values.
  • Knowledge of what the IKEA brand and Ingka Centres/Livat brands mean and how to incorporate them.
  • Knowledge of customer experience practices and innovations across various industries (retail, meeting places, F&B, leisure, hotel).
  • Knowledge of existing and potential customer needs, behaviors, and aspirations.
  • Knowledge of how to approach and treat the Ingka Customer before, during, and after their visit (Customer centricity).
#customer experience#customer relations#customer service#journey design
IKEA Logo

Company

IKEA

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Beijing, China

Applicants

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