Senior Resolution Generalist – 40h – Remote Customer Meeting Point

Candidate profile (title) Who you are

Candidate profile (text) – Default language We believe your backpack consists of:

• Strong knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
• Passion for meeting customers, finding solutions and common understanding
• Extensive knowledge of policies and regulations connected to after sales
• Expert knowledge of the IKEA products and services with special focus on complex range areas
• Ability to understand customer needs and to offer relevant solutions that build customer satisfaction
• Strong knowledge of general remote customer behavior across channels as well as of remote customer engagement
• Strong ability to handle conflicts, and de-escalate potential conflicts, in a thorough, careful and trustworthy way
• Detail conscious and ability to understand complex products as well as local regulations and policies as well as the logic behind them
• Very strong communication skills, both in Portuguese and English (level b1 or higher) and ability to deliver messages in a trustworthy, customer friendly and clear way
• General knowledge of how personal performance is measured and how it contributes to the business goals
• Passion for home furnishing and people’s life at home
• Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
• Strong knowledge about relevant Ingka processes, systems and tools
• High level of data/computer proficiency
• Motivated by sharing and living the IKEA culture and values
• Energized by acquiring deep and detailed knowledge in a certain area of expertise
• Energized by providing great customer service and reaching individual as well as team goal
• Enjoy working with technology that enable distance engagement in a remote fast-paced and future-oriented environment
• Enjoy working in a team with common goals in a sharing and open culture
• Ability to work with others in a team and open to exchange of knowledge and insights
• Ability to work with modern tools and systems in a dynamic retail environment, handling more than one task at the time

Key responsibilities (title) Your responsibilities

Key responsibilities (text) In this role, you will:

• Provide qualitative customer support in all remote channels (phone, chat, mail, video, social), to secure a great customer experience, thus building trust in IKEA brand
• Provide expert knowledge on certain range and/or service areas in order to find best solutions for the customer
• Provide remote customer support for complex and/or escalated resolutions cases balancing legal aspects, IKEA policies and customer satisfaction in order to find an appropriate solution
• Approach customers with a customer-centric mindset and true empathy in order to maximize 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, prioritizing 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, and stay up to date with, relevant IKEA policies as well as relevant local regulations in order to provide customer with appropriate solutions
• 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 improvement needs, thus contributing to 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

Team vision ( title) About this work area

Team vision (text) Deliver excellent experiences to remote customers and maximize the customer satisfaction by providing best possible solutions to complex customer needs after the purchase (e.g. related to complex range or escalations) always with empathy, understanding of customer needs and strong will to create a better life at home for the customer.

Let’s connect Questions and support? Let’s connect!

Let´s connect Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.

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