宁波招聘

目的
退换处在使顾客有信心在宜家购物方面承担了非常重要的角色。确保完善的售后服务及顾客满意要与宜家中国服务准则相一致，并且要平衡顾客的需要与公司的利益。
任务
通过提供在职责范围内的高水平的顾客服务，退换处员工有责任积极地创造条件以确保顾客再次来宜家购物的信心。



主要职责与责任
确保完善的售后服务与宜家中国服务准则相一致。
? 在遵循宜家退换货原则的前提下，提供有效且高效的退换货服务来重新获得顾客对宜家的信心。
? 帮助顾客解答或解决关于宜家的产品和服务的所有咨询或问题，并且获取资源（支持）解决他们的投诉。
? 检查从上门退换货服务中退回来的货品，并把它们移交给产品修复部。
? 提供适当的配件服务以减少由于产品缺陷造成的损失。


顾客利益最大化。
? 及时地处理顾客的投诉以便重新获得顾客对宜家的信心。
随时维护工作区域。
? 确保区域干净整洁，每天都要没有任何例外地为开业做好准备。
检查本部门所有设备和工具以确保它们处于极佳工作状态。

职位要求：
? 拥有至少1-2年的零售服务或者顾客服务经验。
? 确保顾客对在宜家购物有信心。
? 确保完善的售后服务与宜家中国服务准则方面相一致，并且平衡顾客需要与公司利益。
? 顾客导向与商业意识。
? 在日常工作中善于反映和应用宜家理念。
? 开朗，诚实，谦虚，精力充沛并且努力工作。
? 灵活，勇于与众不同。
? 高度团队合作精神。
? 积极的工作态度，能够在压力下工作。

Purpose
Exchange &Return takes a very important role in making customers feeling confident when they make buying decision. It’s important to secure a good after-sales service &customer satisfaction in align with IKEA China service policies & balance the needs of customers with company benefits.
Mandate
The Exchange & Return co-worker has the responsibility to actively create the conditions to regain customers’ confidence to IKEA stores through securing the highest possible level of customer service in the areas of responsibility.

Main Responsibilities and Duties
Secure a good after-sales service in align with IKEA China service policies
? To provide an efficient and effective exchange &return service to regain customers’ confidence of IKEA in align with IKEA exchange and return policy.
? To help customers for any inquiries or problems regarding IKEA products and services & get resources to solve their complaints
? To check the returned items from door-to-door exchange &return service &handover to Recovery
? To provide a proper spare part service to reduce the loss regarding product defect

Secure relevant services are always provided accurately
? Provide an efficient & prompt invoice printing service

Maximize customer opportunities
? Deal with customer complaints timely so as to regain customers’ confidence in IKEA

Maintenance of working area all times
? Make sure the area is clean and ready for store opening every day without exceptions.
? Inspection of all devices & tools to make sure they are in tip-top condition

Knowledge
? Have a minimum of 1-2 years retail service or customer service experiences

Motivation
? Secure customer feel confident about shopping at Ikea store
? Secure a good after-sales service in align with IKEA China service policies & balance the needs of customers with company benefits

Capability
? Customer oriented & Business minded
? Good at reflecting &using IKEA concept in daily job
? Open, honest, humble, energetic &hard working
? Flexible, willing to make difference
? High teamwork spirit,
? With positive working attitude & able to work under pressure

IKEA宜家于1943年由其创始人英格瓦·坎普拉德(Ingvar Kamprad)在瑞典创立。历经半个多世纪的发展，如今它已在全世界拥有337家商店。宜家分别于1998年，1999年，2005年、2006年、2008年、2009年、2010年、2011年和2012年在上海，北京，广州、成都、深圳、南京、大连、沈阳、天津和无锡建立了11家商店。宜家一贯以“为大众创造更美好的日常生活，提供种类繁多、美观实用，老百姓买得起的家居用品”为自己的经营理念。

IKEA is a home furnishings company with Swedish origins founded in 1943 by Ingvar Kamprad. The vision of the company is to ‘create a better everyday life for the many people.’ The business idea is to offer a wide range of well-designed, functional home furnishings at prices so low that as many people as possible will be able to afford them. IKEA has a total of 338 stores worldwide, of which 40 stores are owned and run by franchisees outside the IKEA Group. The IKEA stores welcome a total of 655 million visitors during a year. More information is available on www.ikea.com

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·方式一：登陆宜家官方网站www.ikea.cn/加入我们，并在线递交简历
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·方式三：前程无忧在线递交简历