Customer Care & Resolution Specialist

Inter IKEA Systems B.V.

Orlando (FL)

On-site

USD 27,000 - 39,000

Full time

10 hours ago

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Job summary

IKEA in Orlando, FL is seeking a Customer Relations professional to resolve customer issues with empathy, inform customers of options, and uphold service standards across channels. You will collaborate with store partners and installation providers, maintain records of resolutions, and contribute to KPI reporting to ensure targets are met while delivering a positive IKEA experience for every visitor.

This is a permanent, full-time role with hours across a retail schedule (8:00 AM to 10:00 PM,

Responsibilities

Resolves customer issues by collecting pertinent information, informing customers of options, and finding an acceptable resolution.
Resolves customer issues with urgency while balancing the needs of the customer; as well as the needs of the IKEA store, Customer Support Center while considering operational procedures and costs.
Collaborates with our Store partners, service providers and installation providers to satisfy customer issues and to ensure customer standards are met or exceeded.
Provides customers with a forum to express their concerns and react in a professional and empathetic manner.
Maintains accurate records of customer resolutions and follow through/negotiate credits and/or discounts based on Return policy/incident and coordinate the return of merchandise with the customer.
Creates and supports reporting Customer Resolution metrics to ensure KPIs are being met.
Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.