Sales Executive & Customer Service
Al Futtaim Group - IKEA
مجموع سنوات الخبرة :16 years, 11 أشهر
Job Role: Exchange and refund & Customer service providing After Sale service in the Home Delivery department.
Worked as Cashier & Customer service executive.
•Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining outstanding standards, and all other aspects of customer service.
•Maintaining accuracy in all the transactions and Following cash lines SOP for the smooth functioning of the department
•Responsible for cross selling of Add-on product.
Currently working as an Exchange and Refund.
•Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.
•Ensuring a smooth shopping experience for customers by providing required shopping tools.
•Providing technical help and spare parts to the customers to assemble the products.
•Supply a missing or replacement parts.
•Handling stitched curtains from the external sewing company.
•Responsible for daily KPIs and analyzing the reasons for the exchange and refunds from the customers.
•Maintain customer records by updating account information.
Worked as Home Delivery assistant in Marina Mall & YAS island, IKEA
•Booking delivery and assembly for the customers.
•Responsible for the after-sale requirements of the customers.
•Have sound knowledge of the assembly of furniture.
•Handling of customer delivery orders at the merchandise pick up & loading bay.
•Handling home delivery charges refund.
Worked in the built up team for IKEA YAS island for 4 months
•Building Racks, bins display shelves and podiums.
•Assembly of furniture products and fixtures.
Worked as an Operator in IKEA YAS island
•Make opening, closing and emergency announcements.
•Handling emergency and evacuation situations.
•Answer phone calls directed to staff reception.
•Receiving customer complains through phones.
•Inform the customers of the Home delivery appointments.
•Send and receive external posts.
•Handling customers inquires and stock availability through Microsoft dynamic Nav. classic system
•I Use available resources to educate myself on product features, services and customer selling techniques
•Share product benefits and information with customers
•Provide visitors with a positive shopping experience by ensuring customer convenience standards are met or even exceeded
•Ensure merchandise is presented according to IKEA standards and is properly labeled and signed
•Attracting potential customers by answering product and service questions
•I Open customer accounts by recording account information and
Maintain customer records by updating account information.
•Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.
- Receive and respond to all customer enquiries
- correspond to potential customers by providing any requested information concerning bids, proposals, follow-up letters, etc
- Maintain an active list of top accounts to ensure continuous relationship building activities.
- Prepare and present sales proposals
- follow up on leads by visiting prospective clients regularly
- Identify prospective clients' exact needs by questioning, observation, and completion of sales surveys.
- Analyze statistics to identify key sales areas, problems and success rates
- Assist the senior business development & sales manager in research, development and completion of an annual marketing and sales plan of the company
-audit or examine an account or accounts, compare the charges with the vouchers, examine the parties and witnesses, allow or reject charges, and state the balance
- Microdoft Word -Micrisoft Excel -Microsoft powerpoint