Do you have analytical skills and are you able to convince people to use your advice? Do you want to understand the customer of IKEA and contribute to our success? Then you are our business analyst!
THE CUSTOMER SUPPORT CENTRE OF IKEA NETHERLANDS The IKEA Customer Support Centre is located in Groningen. We are the point of contact for all customers who shop at IKEA Netherlands, in our webstore IKEA.nl and we are the point of contact for our assembly- and transport partners. Our service consists of answering questions, finding solutions, and offering support. We can be reached by different contact methods. The information and feedback we receive from our customers is an important source for the improvement of our processes, products and services. In this process the Customer Support Centre is a valuable partner for IKEA Netherlands and constantly on the move. Due to an ever changing environment there are lots of new possibilities. So is the same for the function business analyst. This function is part of the new department Knowledge and Insight. We are looking for proactive analysts who want to contribute to the positioning of the department and the customer support centre.
ABOUT THE FUNCTION As a business analyst you collect, analyse and share customer and operational knowledge and insights. You are an active contributor to optimising the business by providing fact-based material and performing analysis for optimisation, utilisation and improvements of the business. All this will contribute to a seamless customer journey and understanding of the customer motivation and expectations.
THE ASSIGNMENT
Identify and analyse the reasons for contacting and their root causes and report those in a structured formats and data extracts.
Provide valuable reports for all contact methods on different levels enabling the unit management team to easily follow up.
Identify cause and effect of customer satisfaction and dissatisfaction and present actions to improve the customer experience.
You are an active partner in supporting the root cause solutions that will provide tangible benefits for customer and co-worker satisfaction.
Monitor trends of customer behaviour that may affect the Customer Support Centre operations and provide suggestions on how to react upon.
YOUR PROFILE
Passion for home furnishing, IKEA and a clear understanding of contact centre operations and how the business is executed.
Excellent analytic, statistical and numeracy skills and advanced knowledge of excel and power point.
Good knowledge about quality management and problem management and continuous want to improve people and business.
You are an expert in designing reports in a user friendly way and are result- and solution driven.
You are proactive and know where to find the right stakeholders in the organisation to provide you with the right information.
Excellent communication skills in Dutch and good in English.
WHAT CAN YOU EXPECT FROM IKEA We are a group enthusiastic and honest people who have a passion for home furnishing. We offer you a package of primary and secondary labor conditions and endless (international) development possibilities. Thereâs room for your own initiative and input.
PROCEDURE Do you like what you just read and feel this is you? Then please send us your resume and a motivational letter trough the site, in which it is clear that you are the one for this job. A personal test can be part of the procedure. For questions and information please contact Anton Homma, Knowledge & Insight Manager, anton.homma1@ikea.com.
