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Resolution Generalist

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IKEA

Jan 3

Applications are closed

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • 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 is the job title for this position?

The job title is Resolution Generalist.

What skills are required for the Resolution Generalist role?

Strong customer service skills, strong communication skills in English and Hindi, knowledge of IKEA's corporate identity and values, understanding of customer needs, and high data/computer proficiency are required.

What responsibilities does a Resolution Generalist have?

Responsibilities include providing qualitative customer support across all remote channels, offering solutions empathetically, using conflict management techniques, contributing to personal and team goals, staying updated on IKEA products, and sharing customer insights.

Is experience in customer care necessary for this role?

Yes, a proven skill set in customer care and a strong customer-focused mindset are essential for this role.

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

You will work in a remote, fast-paced, and future-oriented environment as part of a team that shares common goals.

Are there opportunities for career development in this position?

Yes, you will be motivated by leading and developing people, and there will be opportunities to contribute to individual and team goals.

Is there a focus on building customer relationships in this role?

Yes, the role emphasizes building and retaining long-lasting relationships with customers through genuine interactions.

Will I need to take customer feedback into account?

Yes, you will be expected to capture and share relevant customer insights to help improve the customer experience.

Does IKEA have an equal opportunity employment policy?

Yes, IKEA is an Equal Employment Opportunity employer and values diverse backgrounds, perspectives, and skills, ensuring a work environment free of discrimination and harassment.

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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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