Resolutions Specialist (General)

IKEA • Baltimore, MD

399d • $43,826 - $62,462

About The Position

The Resolutions Specialist role at IKEA focuses on enhancing customer satisfaction and business growth through effective coaching, training, and support of co-workers in the customer care area. This position requires a strong understanding of customer behavior and engagement, as well as the ability to drive performance optimization and ensure a seamless customer experience across various channels.

Requirements

• Minimum 3 years of experience in resolutions or after sales roles.
• Minimum 2 years of experience of coaching and training people.
• Expert knowledge within the customer care area, including claim and complaint handling.
• Passion for meeting customers, connecting with them, finding solutions and common understanding.
• Good knowledge of general customer behavior across channels as well as of customer engagement.

Responsibilities

• Secure excellent competence level among co-workers in relation to a specific skill area by keeping them well supported, informed, trained, and ensuring excellent knowledge availability.
• Drive performance optimization within the area of expertise to maximize customer satisfaction and business growth.
• Share knowledge, news and ways of working connected to the area of expertise, to enable co-workers to always have a customer mindset and secure a great remote customer experience.
• Evaluate skill performance within the area of expertise, suggest improvement areas and via Team Leaders enable Resolutions Generalists to work on potentials and build on strengths.
• Carry out local learning delivery, as well as review and validate the content of learning to secure local relevance and a high level of competence among Resolutions Generalists.
• Collaborate with, and provide feedback to, multiple stakeholders across Ingka connected to the area of expertise.
• Collaborate with Knowledge Specialists to secure that content connected to the area of expertise is communicated in a qualitative and accurate way.
• Ensure collaboration with Experience Design team and contribute with guidance on detailed steering of ongoing initiatives in connection to the area of expertise.
• Regularly provide customer support directly to the customer through all remote channels.
• Adhere to most up to date ways of working for digital solutions to secure smooth operation of internal processes.

Benefits

• Generous paid time off, holiday and sick time
• WiselyPay - get earned wages up to two days early
• Paid parental leave (up to 16 weeks)
• KinderCare tuition discount
• Retirement and bonus plans
• Co-worker discount, meal deal, and referral bonus
• Pet insurance program
• Education assistance and learning programs
• Safety shoe reimbursement
• 24/7 telehealth visits
• Dental and vision plans
• Medical and Rx plans (must work min. 20 hrs/wk)
• A fun and inclusive work environment

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Industry: Furniture, Home Furnishings, Electronics, and Appliance Retailers
• Education Level: No Education Listed
• Number of Employees: 10,001+ employees