IKEA is Hiring Resolution Generalists
Eligibility Criteria:
- Any Graduate from any stream.
Preferred Skills:
- High level of data/computer proficiency.
- Motivated by sharing and living the IKEA culture and values.
- Ability to communicate correctly, confidently, and clearly in the local language(s) across channels.
- General knowledge of remote customer behavior across channels as well as remote customer engagement.
- Enjoy working in a team with common goals in a sharing and open culture.
- Strong customer-focused mindset, steering conversations in a polite, friendly, and trustworthy way.
- Passion for home furnishing and people’s life at home.
- Strong customer service skills and ability to adapt communication depending on the channel.
- Ability to work with others in a team and open to the exchange of knowledge and insights.
- Ability to work with modern tools and systems in a dynamic retail environment, handling more than one task at a time.
- Strong knowledge of IKEA’s corporate identity, core values, and vision of creating a better everyday life for the many people.
- For internal applicants: Very good knowledge of the IKEA product and service range.
- For internal applicants: Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels.
- For internal applicants: Strong knowledge about relevant Ingka processes, systems, and tools.
Job Responsibilities:
- Provide qualitative customer support in all remote channels (phone, chat, mail, video, social) to secure a great customer experience and build trust in the IKEA brand.
- Offer great and convenient solutions, demonstrating a customer-centric and empathetic approach in every customer interaction to maximize customer satisfaction.
- Utilize conflict management techniques in customer contacts to contribute to smooth and positive interactions that drive customer retention.
- Take responsibility to decide when to go the extra mile, prioritizing customer experience while understanding cost consciousness.
- Contribute with input to set and be responsible for reaching personal goals that align with and contribute to the unit, function, and team goals.
- Actively seek information about IKEA products and services to stay up to date with commercial priorities and activities, thus maintaining the ability to contribute to sales directly and indirectly.
- Provide feedback on improvement needs to ensure all co-workers have the knowledge required to meet customer needs.
- Capture and share relevant customer insights to enable other parts of Ingka to improve the customer experience.
