Customer Experience & Resolution Specialist

IKEA Gruppe; Orlando (FL); On-site; Confidential; Full time

Benefits offered by this job

Generous paid time off

Co-worker discount

Dental and vision plans

24/7 telehealth visits

Job summary

IKEA Gruppe is hiring for a Customer Relations role in Orlando, FL. You will handle customer issues across a multichannel retail environment, coordinating with stores, service providers, and installers to resolve inquiries empathetically and efficiently.

The role emphasizes documenting resolutions, processing credits or discounts per policy, and contributing to KPIs while upholding IKEA's inclusive culture and customer-first approach.

Qualifications

• 1 year of call center, sales or customer service experience preferred.

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.

Skills

Call center

Customer service

Sales experience

Job description

IKEA Gruppe is hiring for a Customer Relations role in Orlando, FL. You will handle customer issues across a multichannel retail environment, coordinating with stores, service providers, and installers to resolve inquiries empathetically and efficiently.

The role emphasizes documenting resolutions, processing credits or discounts per policy, and contributing to KPIs while upholding IKEA's inclusive culture and customer-first approach.