Empathetic Customer Resolution Specialist

IKEA; Houston (TX); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Co-worker discount

WiselyPay

Retirement plans

Dental and vision plans

Medical and Rx plans

Telehealth

Job summary

IKEA in Houston is seeking a Customer Relations professional to resolve inquiries with empathy and accuracy across multi-channel retail interactions.

You will collect information, propose options, and drive timely resolutions while supporting store partners and installation teams. The role emphasizes customer care, records management, and KPI-driven reporting. Evening/weekend availability may be required.

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 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

Customer service experience

Job description

IKEA in Houston is seeking a Customer Relations professional to resolve inquiries with empathy and accuracy across multi-channel retail interactions.

You will collect information, propose options, and drive timely resolutions while supporting store partners and installation teams. The role emphasizes customer care, records management, and KPI-driven reporting. Evening/weekend availability may be required.