Service Manager l IKEA Cairo Festival City - Al Futtaim Group | Egypt Jobs

About the Business:

One of the companies bearing Al-Futtaim name is IKEA.

IKEA is the world's largest home furnishings store, founded in Sweden over 60 years ago. Our operations around the world are constantly increasing with new stores and markets added to the success story.

At IKEA not only our furniture is down to earth, straightforward and inspiring, but so is our work ethics. Despite being the leading home furnishing retail franchisee across the world, we at IKEA still give you the room to grow! At IKEA "creating a better everyday life for the many" isn't only our vision, it's our way of life!

About the Job:

As a  Service Manager you will manage and lead the co-workers in the department according to the IKEA Corporate culture, local legislation. Train and develop the co-workers to be able to deliver excellent customer service, also you will manage the following departments of the store - Entrance and greeter function
*  Playroom - taking care of the children so parents can shop in the store in an easy way
* Replenishment of all Shopping tools all around the store (shopping trolleys, furniture trolleys, shopping bags, pens, shopping lists, measuring tape, loan catalogues)
* Family Friendly services around the store
* Merchandise pick-up / Goods handout
* Home delivery services
* Assembly / Installations - service
* Exchanges and Returns
* Contact centre that handles all inbound customer communications (verbal on the floor, phone, letters, emails, Internet chat etc).

In this role you will be responsible for:

Monitor and improve the shopping experience for the customer all around the store by:
* Acting  as the customers advocate in the management team
*  Use customers feedback as a tool for improvements
* Drive the change process by addressing the department of the root cause
* A constant optimising of service delivered to the customer
* Take the ownership of driving service priorities

Tools/source of information to monitor:
* Constructive approach to customer complaints and returns
* Compile, track and follow up of 10 most frequently asked customer questions all around the store
* Compile, track and work with customer comments (suggestion boxes, call centre, emails, letters, verbal in the store)
* Work with IKEA Brand Capital PMA study or -visitor study
* Conduct focus group interviews
* Functional review Customer Service
* Checklist and theme discussions
* Customer flow analysis
* Constantly and systematically monitor competitors in the PMA with the respect to customer service and deliver input and conclusions to the business plan process of the store
* Secure that the Parking place is customer friendly
* Implementing a Customer Service Policy throughout the store
* Secure that the How to shop information is implemented according to the IKEA manuals, Responsible for the Store customer guidance system and communication of the generous exchange & returns policy throughout the store


Job Details

Date Posted: 2013-04-04
Job Location: Cairo, Egypt
Job Role: Other
Company Industry: Customer Service

Preferred Candidate

Career Level: Management

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