IKEA hiring Resolution Generalists – Software Jobs

Job Description:

IKEA Off Campus 2023 is hiring candidates for the post of Resolution Generalists.

Job Responsibilities:

• 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.

Eligibility Criteria:

• Any Graduate from any stream.

Preferred skill:

•  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.