Resolution Generalist-Customer Service Executive

Who you are

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 English and Hindi.

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 prociency.

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 oer

relevant solutions that build customer satisfaction as well as to handle and de-escalate potential

conicts.

You will also need a strong customer service skills and ability to adapt communication

depending on channel.

Your responsibilities

You will responsible for delivering excellent experiences to remote customers and maximise the

customer satisfaction by providing best possible solutions always with empathy, understanding

of 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, to

secure a great customer experience, thus building trust in IKEA brand.

• Oer 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 conict 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.

Together as a team

At IKEA its 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. Were 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. 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 providing

coworkers with a work environment free of discrimination and harassment. We encourage

individualism and invite you to come join our team and be yourself with us We are an Equal

Employment Opportunity employer and do not discriminate based on race, religion, color,

national origin, sex, sexual orientation, age, veteran status, disability status, or any other

applicable characteristic protected by law. All employment decisions are based on qualications,

merit and business need.