.**Company description**The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them.We are determined to bring a little bit of Sweden to Mexico.**Job description**I ensure the satisfaction of all customers who contact us directly through the contact centre in all media. I do this by identifying their needs and offering simple, effective solutions to their enquiries.I use my in-depth knowledge of the IKEA range (specifically products that fall within Leadership Business Areas in Living Room, Kitchen and Bedroom), services we offer, and how our processes work. I take responsibility for gathering the specific information from our customers, which will assist our contact centre or the stores to improve our customers' total shopping experience and give this feedback to my manager.**Customers**:- I am passionate about getting a good solution for my customers. I do this by identifying my customers' needs and using my knowledge of the IKEA systems and processes to offer solutions. This allows my customers to make informed choices which leads to sales growth and profitability.- I take ownership for resolving my customer's individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised.- I take responsibility for updating the system with file notes to ensure that my colleagues and manager know what has been agreed and can answer further enquiries from my customer easily and knowledgably.- I understand the impact of service time responses on our customers' level of satisfaction and work both individually and with my colleagues to ensure that we match our agreed service levels.**Commercial/Business**I optimise the relationship with our customers when they contact the contact centre. This increases overall customer satisfaction and creates the desire for them to want to return and shop with at the IKEA stores. I do this by:- knowing the contact centre tools to access information about the IKEA range, service offers, as well as national store activities and marketing campaigns. I promote these appropriately to my customers.- having a good knowledge of store operations in order to offer appropriate solutions to our customers, giving advice on add-on sales, thereby encouraging them to buy more.- supporting the creation of additional sales opportunities by informing the customers about choices available in our range which match their needs.- listening to my customers and anticipating their needs, promoting our products and services in order to improve their home-to-home shopping experience.- matching service level agreements and targets through the effective use of wallboard information.- understanding the importance of accurate stockholding and updating appropriate systems to improve the accuracy of the stores' stockholding records