Customer Resolutions Specialist

IKEA USA; Orlando (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

IKEA USA in Orlando is seeking a Customer Relations advocate to resolve issues across our multichannel channels. You will listen to customers, gather information, and guide them toward solutions that align with store policies and customer satisfaction.

Ideal candidates have about 1 year of call center or customer service experience and thrive in a fast-paced retail environment that values teamwork and empathy.

Qualifications

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

Responsibilities

• Resolves customer issues by collecting info, informing options, and finding an acceptable resolution.
• Handles inquiries with urgency while balancing customer, store, and center needs.
• Collaborates with Store partners and service providers to meet customer standards.
• Provides customers a forum to voice concerns and respond professionally and empathetically.
• Maintains records of resolutions and coordinates credits or returns per policy.
• Produces and supports reporting on Customer Resolution metrics to meet KPIs.
• Supports a culture that values IKEA's diversity and customer care.

Skills

Call center experience

Customer service

Multichannel retail

Job description

Why we will love you

You care about making a positive impact. You understand greatness requires thinking differently. An inclusive 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. If you want to contribute, grow, and share your uniqueness, join our 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!

Qualifications

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