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Call Center Senior Resolutions Generalist

https://www.ikea.com Logo

IKEA

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Location:
United States , Baltimore, Maryland

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

19.57 - 27.83 USD / Hour
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Job Description:

We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.

Job Responsibility:

  • Deliver excellent experiences to customers and maximize 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
  • Provide qualitative customer support in all remote channels (phone, chat, mail, video, social), 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 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 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 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

Requirements:

  • Ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts
  • Passion for meeting customers, connecting with them, and providing empathic solutions to their needs
  • 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
  • High level of data/computer proficiency
  • Ability to communicate correctly, confidently, and clearly in local language(s) across channels
  • General knowledge of remote customer behavior across channels as well as of remote customer engagement
  • Strong customer focused mindset, thus steering conversation in a polite, friendly and trustworthy way
  • Strong customer service skills and ability to adapt communication depending on channel
  • 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
What we offer:
  • Generous paid time off, holiday and sick time
  • WiselyPay – get earned wages up to two days early
  • Paid parental leave (up to 16 weeks)
  • KinderCare tuition discount
  • Retirement and bonus plans
  • Co-worker discount, meal deal, and referral bonus
  • Pet insurance program
  • Education assistance and learning programs
  • Safety shoe reimbursement
  • 24/7 telehealth visits
  • Dental and vision plans
  • Medical and Rx plans (must work min. 20 hrs/wk)
  • A fun and inclusive work environment

Additional Information:

Job Posted:
December 28, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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