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Call Center Resolutions Specialist I

https://www.ikea.com Logo

IKEA

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Location:
United States , Baltimore

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

57914.00 - 83107.25 USD / Year
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Job Description:

About this work area: Secure excellent competence level among Resolutions Generalists in relation to a specific skill area by keeping them well supported, informed, trained and ensuring excellent knowledge availability. Together as a team: At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We're a bunch of people who are truly passionate about people!

Job Responsibility:

  • Share knowledge, news and ways of working connected to the area of expertise, to enable Resolutions Generalists to always have a customer mindset and secure a great remote customer experience, thus building trust in the IKEA brand
  • Evaluate skill performance within the area of expertise, suggest improvement areas and via Remote Team Leaders enable Resolutions Generalists to work on potential, as well as build on strengths, thus contributing to reaching individual and team goals
  • Carry out local learning delivery, review and validate the content of learning to secure local relevance and a high level of competence among Resolutions Generalists
  • Collaborate with multiple stakeholders across Ingka connected to the area of expertise to be able to update Resolutions Generalists on range changes, processes, and ways of working
  • as well as to secure that RCMP perspectives continuously influence relevant processes and are represented in all relevant forums
  • Collaborate with Knowledge Specialists to ensure that content connected to the area of expertise is communicated in a qualitative and accurate way, in order to ensure Resolutions Generalists get all context needed to serve customers in the best possible way
  • Collaborate with Experience Design (XD) team on ongoing initiatives in the area of expertise to ensure that the quality of the outcome matches the expectations
  • Provide customer support directly to the customer (through all remote channels), to develop training and onboarding new RCMP co-workers, additionally supporting experienced co-workers to improve their performance
  • Responsible for creating and localizing new educational material in partnership with XD Team, IKEA Learning & Development, Leadership & Competence, resources and Group
  • system roll out and/or upgrades and maintaining learning resources
  • Identify Co-worker skill gaps and performance patterns providing coaching and feedback to create an educated and motivated Co-worker
  • Access and identify multiple learning styles to meet training needs for successful Co-worker development
  • To access and identify training needs to gain a comprehensive understanding of where co-workers may need additional development support
  • The ability to foster a positive environment to get the co-workers excited about learning new information and skills
  • Utilize surveys, data and recorded calls to capture and identify training/development opportunities, task related challenges and resource tool development

Requirements:

  • Minimum 2 years of related experience
  • Fluent in English and local language, both written and spoken
What we offer:
  • medical and Rx
  • dental
  • vision
  • 401k
  • meal deal
  • store discount
  • autism coverage
  • parental leave
  • pet insurance
  • education assistance

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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