Resolution Generalist-Customer Service Executive

Who you are

As a person you are passionate about people, business, IKEAs purpose and continuously drivingbetter performance. You are energized by increasing customer value, driving business growthand contributing to overall success and results through people as well as motivated by leadingand developing people. You are solutions-oriented with strong home-furnishing interest andhave a proven skills of customer care and understanding customer needs in connection to theafter sales area, strong social skills and driven by working with people. You also have strongcommunication skills, verbal and written in English and Hindi.

You should have strong knowledge of IKEAs corporate identity, core values and vision ofcreating a better everyday life for the many people. You should possess good knowledge of theIKEA product and service range, home furnishing design, general remote customer behaviouracross channels as well as of remote customer engagement, how personal performance ismeasured and how it contributes to the business goals.Additionally, you should also possess extensive knowledge of IKEA tone of voice and theprerequisites of communication across channels, about relevant Ingka processes, systems andtools. You should have high level of data/computer prociency.

You should have a passion for meeting customers and understanding their life at home and beenergised by providing great customer service and reaching individual as well as team goal.You should enjoy working with technology that enable distance engagement in a remote fast-paced and future-oriented environment and working in a team with common goals in a sharingand open culture.

For this role, you will need a strong customer focused mindset, thus steering conversation in apolite, friendly and trustworthy way and an ability to understand customer needs and to oerrelevant solutions that build customer satisfaction as well as to handle and de-escalate potentialconicts.

You will also need a strong customer service skills and ability to adapt communicationdepending on channel.

Your responsibilities

You will responsible for delivering excellent experiences to remote customers and maximise thecustomer satisfaction by providing best possible solutions always with empathy, understandingof customer needs and strong will to create a better life at home for the customer.Also you will be responsible for :• Providing qualitative customer support in all remote channels, including live video calls, tosecure a great customer experience, thus building trust in IKEA brand.• Oer great and convenient solutions, demonstrating a customer-centric and truly empathicapproach in every customer interaction, in order to maximise customer satisfaction.• Make use of conict management techniques in the customer contact to contribute to smoothand positive interactions that drive customer retention.• Take responsibility to decide in which cases to go the extra mile, prioritising customerexperience while understanding cost consciousness.• Contribute with input to set, and responsible for reaching, personal goals that align with andcontribute to the unit, function and team goals.• Actively seek information about the IKEA products and services to stay up to date withcommercial priorities and activities thus maintaining ability to contribute to sales directly andindirectly.• Provide feedback on data improvement needs, thus contributing to all co-workers having theknowledge required to meet customer needs.• Capture and share relevant customer insights to enable other parts of Ingka to improve thecustomer experience.

Together as a team

At IKEA its all about our customers, and in Customer Relations we build and retain long-lastingrelationships with new and existing customers in a multichannel retail environment. Were adiverse team that work together to ensure a positive and joyful experience for all IKEA visitorsand customers: we set up services, gather feedback and make things right! Our modusoperandi is to connect to people by listening to their personal needs and to create genuineinteractions. Were a bunch of people who are truly passionate about people!

WE ARE AN EQUAL OPPORTUNITY EMPLOYER:At IKEA, we value diverse backgrounds, perspectives, and skills. We are committed to providingcoworkers with a work environment free of discrimination and harassment. We encourageindividualism and invite you to come join our team and be yourself with us! We are an EqualEmployment Opportunity employer and do not discriminate based on race, religion, color,national origin, sex, sexual orientation, age, veteran status, disability status, or any otherapplicable characteristic protected by law. All employment decisions are based on qualications,merit and business need.