Exchange and Returns Co-worker (Part-Time, 12-<20 hours per week)
Calgary, AB
JOB TITLE / FUNCTION Exchange and Returns Co-worker
REPORTS TO Exchange and Returns Manager

About the Job
I ensure my after- sales service is fast and efficient for my customers’ and cost -effective for my store. I handle complaints and claims in a friendly and efficient way. I always create a positive experience for our customers, so they will want to return and shop with us again over time.

My priority is to ensure my returns desk is effectively equipped at all times throughout the day and I am ready and available to help customers when needed.
I have the knowledge, confidence, and desire to resolve customer complaints.
I ensure we listen to our customers and use knowledge of both the range and how IKEA works to offer informed solutions and resolve the customers’ issues.
I deal positively and quickly with issues raised by customers.
I know my levels of authorisation to solve complaints and recognise when I need to escalate an issue to someone with higher authorisation. I pass on the relevant information for them to deal effectively with the customer.
I know how to assemble our products so I can assist customers who have difficulties assembling our products and exchange component parts when they are needed.
I offer solutions to frequently asked questions. This helps to make a better future shopping experience for everyone.
I record information about returns accurately onto the systems so that we can use the analysis from this to make improvements to our customers’ future shopping experiences.
I am careful to put the right information on returned stock so that it is returned to the appropriate area and does not impact negatively on the shopping experience of other customers.
I ensure our store is a safe and secure environment at all times for visitors and colleagues.
I ensure I know the IKEA range and actively work to offer alternative solutions to meet individual customer’s needs.
I understand the importance of accurate stock inventory and how my own actions impact on this.
I contribute to the exchanges and returns action plan and taking ownership for my part in its delivery.
I work with my manager to identify solutions to resolve the root cause of customer returns.
I work with other functions to improve the shopping experience for our customers.
I value other colleagues’ ways of working and I learn from those who work differently to me. I know the IKEA social and environmental commitments and know how I can contribute to sustainability.
I pass on my knowledge to colleagues and encourage them to do the same.
I am responsible for my own development and look to my manager to support me in improving my competence.
I follow cash handling procedures to ensure the security of our monies. I look for more effective ways of working to reduce costs.

You Have/Are:
Experience of customer focus and customer service;
Good at quickly building rapport with people from different (cultural) backgrounds;
Emotional resilience and ability to handle conflict (assertive and able to remain calm when confronted with angry and/or upset customers);
A polite and friendly manner
Enthusiastic about work and working with others in a team
Good personal discipline
A flexible approach/open to change
Assertive and able to remain calm and controlled when faced with emotional customers during stressful situations
Ability to use and take personal initiatives and to make considered decisions;
Ability to work alone but also as a team player;
Attention to detail;
A flexible approach/open to change;
Computer literate;
Experience of working in a high volume and fast-paced retail environment is preferred;
Ability to prioritise and organise own work to make efficient use of time available;
Ability to handle several tasks at the same time;
The IKEA values reflect my own values and give me energy.
I am passionate about growing business and people together using the experience and skills of our people in the best way.
I am driven to exceed my goals.
I enjoy working in a fast-paced and future-oriented retail environment.
I have a desire to learn and want to improve my skills, using this to the benefit of the IKEA Brand and for growing personally.
Ability to lift up to 50 lbs.
Availability to work days, evenings, weekends, and statutory holidays.

Growing Together
IKEA offers an exciting and empowering work environment in a global marketplace and as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.

We Hire Straightforward, Down-To-Earth People
IKEA co-workers tend to be enthusiastic and hard working with a genuine willingness to work together. While there are many reasons to join IKEA, if you ask co-workers why they stay, their number one response is "because of the people".

Egos Parked At the Door
We're all co-workers. We're not big on fancy titles, corner offices or private jets, and we leave our egos at the door. Why? Because it means you get to work as a team member, have fun and get on with the job.