Sumil Oommen

Experience

• 

  Al Yazan Building Contracting Company LLC

  Jul 2018 - Sept 2019

  Human Resources Executive

  • Recruit and administer the training of the new employees and the career development of the existing employees. • Preparing human resources strategies including policies and programs for human resources. • Advising on the compensation and benefits as per the country laws. • Counselling and resolving the labour grievances and disputes. • Advertising job requirements in the portals. • Analysing the pay scales and additional benefits in the market.• Coordinating the meetings between the employees and employer for performance appraisals. • Ensuring the on-time renewal of employee visas and insurance policies. Show less

• 

  IKEA

  Oct 2019 - now

  • Listen and engage proactively with customers through digital channels• Address customers’ ‘Home Furnishing’ needs, and identify opportunities to generate sales and customer satisfaction • Answer questions about the products, emphasize the features of products to highlight how they solve customer problems • Up-selling and cross-selling • Meeting sales targets • Gather customer feedback and share with the concerned teams • Able to proactively present/customize best possible options to meet the customer needs.• Develop and maintain good relations and excellent collaboration with all team members and stakeholders, within and outside IKEA Communication.• Develop and maintain a vast knowledge of the products/services being offered.• Stay on top of all trends, apply the changes on the digital platform as per the Customer needs, and IKEA positioning and communication strategies, and maintain best practices. Show less • Ensure that all cases are accurately raised in CRM for follow up and accurate data recording• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received• Follow department action plans to ensure an improved customer experience and a constant approach• Work towards achieving first call resolution by finding and offering a solution to the customer• Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer • The transport management system should be monitored, and customers contacted when delays are expected or when customers have requested a call back through• Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved • Follow all guidelines and SOP’s set out by the health and safety department to ensure a safe working environment• Report any risks hazards and unusual activity to your senior or manager immediately Cost Control• Follow department guidelines and processes to ensure that the Customer Support Centre operates at optimal efficiency• Follow the department business plans and action plans as agreed by the department management team Show less

  • Digital Sales Representative

    Mar 2023 - now

  • Customer Support Centre Assistant

    Aug 2020 - Apr 2023

  • Customer Service Assistant

    Oct 2019 - Aug 2020