Resolution Generalist

6 months ago

Hyderabad, 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 fast-paced and future-oriented 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 customer-centric 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 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

**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

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