Senior Resolution Generalist Kitchen 80 - 100%

Job ID :

Date posted : 04 / 06 /

Who you are

We believe your backpack consists of :

Strong knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people

Passion for meeting customers, finding solutions and common understanding

Extensive knowledge of policies and regulations connected to after sales

Expert knowledge of the IKEA products and services with special focus on complex range areas

Ability to understand customer needs and to offer relevant solutions that build customer satisfaction

Strong knowledge of general remote customer behavior across channels as well as of remote customer engagement

Strong ability to handle conflicts, and de-escalate potential conflicts, in a thorough, careful and trustworthy way

Detail conscious and ability to understand complex products as well as local regulations and policies as well as the logic behind them

Very strong communication skills and ability to deliver messages in a trustworthy, customer friendly and clear way

General knowledge of how personal performance is measured and how it contributes to the business goals

Passion for home furnishing and people's life at home

Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels

Strong knowledge about relevant Ingka processes, systems and tools

High level of data / computer proficiency

Motivated by sharing and living the IKEA culture and values

Energized by acquiring deep and detailed knowledge in a certain area of expertise

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

Enjoy working in a team with common goals in a sharing and open culture

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

Your responsibilities

In this role, you will :

Provide qualitative customer support in all remote channels (phone, chat, mail), to secure a great customer experience, thus building trust in IKEA brand

Provide expert knowledge in order to find best solutions for the customer

Provide remote customer support for complex and / or escalated resolutions cases balancing legal aspects, IKEA policies and customer satisfaction in order to find an appropriate solution

Approach customers with a customer-centric mindset and true empathy 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, and stay up to date with, relevant IKEA policies as well as relevant local regulations in order to provide customer with appropriate solutions

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 co-workers having the knowledge required to meet customer needs

Kitchen and / or construction knowledge

Do you think that would work for you?

We mentioned earlier that we want our employees to be happy and healthy.

It also means saying 'thank you'!

Our way of saying thank you :

28 vacation days (based on a % workload)

8 weeks paid parental leave for fathers; 20 weeks paid parental leave for mothers

Very attractive social benefits

15% staff discount on your purchase - in every Swiss IKEA store

You would rather travel to work by public transport? We pay between 85% and % of your yearly travel ticket

Free parking facilities

Unlimited access to the LinkedIn learning platform

Affordable and healthy meals in our staff canteen (CHF 4.50 for meat dishes and CHF 3.50 for veggie dishes)

Bonus payments for all employees

There are many opportunities for career development at IKEA. We encourage and support our employees to try out different roles, move between functions or even go abroad.