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.