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Customer Experience Specialist (Omnichannel) MEGA Rostov

Aksay, Rostov Oblast - Explore location Marketing & Communication Full Time

Job description

WHO YOU ARE

? Previous experience in customer experience & customer service/ marketing/ business administration
? Practical experience in customer relations in various industries is an advantage
? Passion for customer service and customer relations
? “Out of the box” thinking, creativity and drive
? Attention to detail
? Strong communication, negotiation and interpersonal skills
? Customer oriented mindset
? Self-organized, able to handle multiple tasks;
? Organizational skills, creativity and ability to work on own initiative;
? Good verbal and written communication skills in English

WHAT YOU'LL BE DOING DAY TO DAY

? Secure the seamless experience through the whole Customer Journey touchpoints on-line so that Customer is treated as a single person and always gets relevant consistent communication with our Brand and Meeting Place
? Ensure IKEA pres
? Propose and execute localization of the Meeting Place in all MP’s touch points (on-line and digital), digital amenities and temporary special experiences to ensure relevance and consistency from customer perspective.
? Welcome, collect and analyse the online customer feedbacks
? Collect and use Customer Voice in order to engage, explain and talk to our customers day to day. Use active listening and other communication techniques to uncover customer insights. Involve customers into the quick prototyping of the new ideas and concepts.
? Cooperate with Accelerator Hub and external partners in order to identify and implement innovation projects or initiatives in the Meeting Place. Support local innovation projects which uplift Meeting Place unique customer experiences, co-creation and operations optimization.
? Use all available customer data and insights, incl. big data, on-line behaviour and visits characteristics to identify the local customers’ needs & desires
? Monitor global and local digital trends and scan the market for potential partners and platforms

ABOUT THIS WORK AREA

Assess and constantly improve the customer journey and ensure that Meeting Place stays relevant to the customers and their future needs, motives, profiles.