Process and Solutions Specialist, IKEA

IKEA

Location:
Philippines, Pasay City

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

Save Job

Apply Position

Job Description:

We are seeking a Process and Solutions Specialist (Customer Support) to join the Business Operations and Solutions team. As a global role, you will be responsible for optimising our customer support processes and implementing innovative solutions to enhance our service delivery

Job Responsibility:

Champion the voice of the remote customer, ensuring convenience, ease, and service quality, with focus on improving process efficiency, increasing satisfaction for both customers and coworkers with successful implementation of simple, compliant and scalable solutions across retail operations
Lead in analysing end-to-end customer journeys outside the physical store (e.g., online, call, chat) to identify pain points and process improvement opportunities
Gather user requirements and roll out new or updated processes and tools, including training, testing, communication and adoption tracking
Working closely with Customer Relations, maintain updated global documentation of all CCC-related SOPs, ensuring consistency and alignment across functions and countries
Ensure continuous monitoring of customer support processes across remote channels, and processes are in adherence to SOPs and guidelines
Assess and propose automation and AI opportunities to drive continuous improvement that remove friction, reduce complexity, and improve resolution times in CCC operations
Establish review mechanisms of KPIs such as contact rate, first-time resolution, and customer satisfaction (Pulse CX), etc., to identify improvement areas
Use customer insights, services data, and root cause analysis to priorities improvements and track performance over time
Work closely with Commercial network, Customer Experience, and Digital teams to align and share best practices
Build a network of country and local superusers to support process consistency, gather feedback and drive adoption of changes across countries / markets

Requirements:

Minimum 5 years of experience in Customer Experience and Customer Support, with in-depth knowledge of Contact Centre processes and systems
Strong understanding of customer journey maps, including ability to identify friction points and propose solutions
Analytical mindset with excellent communication skills, capable of influencing stakeholders and facilitating cross-functional discussions
Proven ability to lead process change initiatives, applying Six-Sigma/Lean principles to simplify retail processes and improve efficiency
Experience in using data and insights to enhance customer experience in an omnichannel retail environment
Familiar with AI / Automation tools (chatbots, Power automate, BI, Power apps) to automate workflows, visualise data and create low-code solutions that can enhance store operations to streamline repetitive or decision-heavy processes

Additional Information:

Job Posted:
August 18, 2025

Expiration:
August 29, 2025

Employment Type:

Fulltime

Work Type:

On-site work

View All Jobs In This Company

Job Link Share:

Process and Solutions Specialist

IKEA

Location:Philippines, Pasay City

Category:Customer Service

Contract Type:Employment contract