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Resolution Generalist

3 months ago

Hyderabad, Telangana, India IKEA Full time
Who you are

We believe your backpack consists of:

  • Ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts
  • Passion for meeting customers, connecting with them and providing empathic solutions to their needs
  • 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 fastpaced and futureoriented environment
  • High level of data/computer proficiency
  • Motivated by sharing and living the IKEA culture and values
  • Ability to communicate correctly, confidently and clearly in local language(s) across channels
  • General knowledge of remote customer behavior across channels as well as of remote customer engagement
  • Enjoy working in a team with common goals in a sharing and open culture
  • Strong customer focused mindset, thus steering conversation 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 channel
  • 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
  • Strong knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
  • For internal: Very good knowledge of the IKEA product and service range
  • For internal: Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
  • For internal: Strong knowledge about relevant Ingka processes, systems and tools

Your responsibilities

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.
  • Offer great and convenient solutions, demonstrating a customercentric and truly empathic approach in every customer interaction, 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 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 all coworkers 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

Together as a team


At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment.

We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers:

we set up services, gather feedback and make things right Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions.

We're a bunch of people who are truly passionate about people