Customer Resolutions Specialist

Inter IKEA Systems B.V.; Orlando (FL); On-site; USD 27,000 - 39,000; Full time

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.

Job description

Why we will love you

"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."

What you'll be doing day to day

• 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.

Together as a team

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!

Let's connect

Let´s connect JOB TYPE: Permanent, Full-time
BENEFITS ELIGIBLE: Yes
HOURS: Retail environment, must have open availability Monday through Sunday 8:00AM to 10:00PM
PAY RANGE: $19.96 - $28.20

At IKEA, taking care of