IKEA Call Center Resolutions Specialist II Job at IKEA (Baltimore)

Job Description

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 support the Remote Resolution function 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 Senior Resolution 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 the Remote Resolution function
Collaborate with multiple stakeholders across Ingka connected to the area of expertise to be able to update the Remote Resolution function 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 the Remote Resolution function gets 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
Training and onboarding new RCMP co-workers, additionally supporting experienced co-workers to improve their performance, upskilling Resolution functional areas, and complex systems knowledge building
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 support throughout Resolution functional areas
Provide customer support directly to the customer (through all remote channels including live video calls) to develop and keep own expertise up to date as well as to maintain customer focus and communication skills
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-worker excited about learning new information and skills
Utilize surveys, data and recorded calls to capture to identify training/development opportunities, task related challenges and resource tool development

Requirements

Minimum 3 years of related experience
Experience of coaching and training senior/expert co-workers
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

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IKEA Call Center Resolutions Specialist II

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