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Resolution Generalist

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IKEA

Jan 13

Applications are closed

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Hyderabad, +1
    Remote

Requirements

  • 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 proficiency.
  • 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 offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts.
  • You will also need a strong customer service skills and ability to adapt communication depending on channel.

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.
  • Offer 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 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, 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.

FAQs

What qualities are we looking for in a candidate for the Resolution Generalist position?

We are looking for candidates who are passionate about people and business, have strong communication skills in English and Hindi, a customer-focused mindset, and a proven ability to understand customer needs in the after-sales area.

What are the primary responsibilities of a Resolution Generalist?

The primary responsibilities include delivering excellent customer experiences in remote channels, providing qualitative support, offering convenient solutions, utilizing conflict management techniques, setting and reaching personal goals, and capturing customer insights to improve experiences.

What type of communication skills are necessary for this role?

Strong verbal and written communication skills in both English and Hindi are necessary, along with the ability to adapt communication depending on the channel.

What kind of environment will I be working in as a Resolution Generalist?

You will be working in a remote, fast-paced, and future-oriented environment, as part of a diverse team focusing on creating a positive and joyful customer experience.

How does IKEA ensure a positive work environment?

IKEA is committed to providing a work environment free of discrimination and harassment, valuing diverse backgrounds and perspectives, and is an Equal Employment Opportunity employer.

Is prior knowledge of IKEA products and services required?

While prior knowledge is not mandatory, having a good understanding of IKEA products and services is beneficial, and continuous learning about them is encouraged to contribute to customer satisfaction.

What is expected regarding customer interaction for this position?

You are expected to engage with customers in a polite, friendly, and trustworthy manner, understand their needs, provide relevant solutions, and handle potential conflicts using effective conflict management techniques.

Will I have the opportunity to contribute to team goals?

Yes, you will actively seek to align your personal goals with the unit, function, and team goals, contributing to overall business success.

Are there opportunities for career development in this role?

Yes, there are opportunities for career development through leading and developing people, contributing input for improvement, and enhancing your customer service skills within the organization.

What type of customer engagement will I be involved in?

You will be engaged in remote interactions across various channels, including live video calls, providing support, solutions, and building trust in the IKEA brand.

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IKEA

The IKEA vision is to create a better everyday life for the many people

Retail & Consumer Goods
Industry
10,001+
Employees
1943
Founded Year

Mission & Purpose

The IKEA vision is to create a better everyday life for the many people. Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. The IKEA Brand unites more than 200.000 co-workers and hundreds of companies with different owners all over the world. It’s one brand, but it reaches millions of hearts and homes. Our value chain is unique. It includes everything from product development, design, supply, manufacture and sales – and of course it begins and ends with our customers. The IKEA retail business is operated through a franchise system. Today, 12 different groups of companies market and sell the IKEA product range under franchise agreements with Inter IKEA Systems B.V. Any jobs published on this page are offered by different companies operating under the IKEA Trademark. IKEA was founded in Sweden in 1943.

Culture & Values

  • Togetherness

    Togetherness is at the heart of the IKEA culture. We are strongest when we trust each other, pull in the same direction and have fun together.

  • Caring for people and planet

    We want to be a force for positive change. We have the possibility to make a significant and lasting impact — today and for the generations to come.

  • Cost-consciousness

    As many people as possible should be able to afford a beautiful and functional home. We constantly challenge ourselves and others to make more from less without compromising on quality.

  • Simplicity

    A simple, straightforward and down-to-earth way of being is part of our Smålandic heritage. It is about being ourselves and staying close to reality. We are informal, pragmatic and see bureaucracy as our biggest enemy.

  • Renew and improve

    We are constantly looking for new and better ways forward. Whatever we are doing today, we can do better tomorrow. Finding solutions to almost impossible challenges is part of our success and a source of inspiration to move on to the next challenge.

  • Different with a meaning

    We are not like other companies and we don’t want to be. We like to question existing solutions, think in unconventional ways, experiment and dare to make mistakes - always for a good reason.

  • Give and take responsibility

    We believe in empowering people. Giving and taking responsibility are ways to grow and develop as individuals. Trusting each other, being positive and forward-looking inspires everyone to contribute to development.

  • Lead by example

    We see leadership as an action, not a position. We look for people’s values before competence and experience. People who ‘walk the talk’ and lead by example. It is about being our best self and bringing out the best in each other.

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