Resolution Generalist

• As a person you are passionate about people, business, IKEAs purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people as well as motivated by leading and developing people.
• You are solutions-oriented with strong home-furnishing interest and have a proven skills of customer care and understanding customer needs in connection to the after sales area, strong social skills and driven by working with people. You also have strong communication skills, verbal and written in local language.
• You should have strong knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people.
• You should possess good knowledge of the IKEA product and service range, home furnishing design, general remote customer behaviour across channels as well as of remote customer engagement, how personal performance is measured and how it contributes to the business goals.
• Additionally, you should also possess extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels, about relevant Ingka processes, systems and tools. You should have high level of data/computer proficiency.
• You should have a passion for meeting customers and understanding their life at home and be energised 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 sharing and open culture.
• For this role, you will need a strong customer focused mindset, thus steering conversation in a polite, friendly and trustworthy way and an ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts.
• You will also need a strong customer service skills and ability to adapt communication depending on channel.

Your responsibilities

Also you will be responsible for :

• Providing qualitative customer support in all remote channels, including live video calls, to secure a great customer experience, thus building trust in IKEA brand.
• Offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, in order to maximise customer satisfaction.
• Make use of conflict management techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention.
• Take responsibility to decide in which cases to go the extra mile, prioritising customer experience while understanding cost consciousness.
• Contribute with input to set, and responsible for reaching, personal goals that align with and contribute to the unit, function and team goals.
• Actively seek information about the IKEA products and services to stay up to date with commercial priorities and activities thus maintaining ability to contribute to sales directly and indirectly.
• Provide feedback on data improvement needs, thus contributing to all co-workers having the knowledge required to meet customer needs.
• Capture and share relevant customer insights to enable other parts of Ingka to improve the customer experience.