What are the responsibilities and job description for the Customer Resolutions Specialist position at IKEA?
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JOB TYPE – Permanent (Regular), Full-time, Hourly Specialist; Customer Service; Resolutions
HOURS – From 38 to 40 hours per week
SHIFT – Seeking fully open work schedule availability, including evenings and weekends. Operations generally range between the window of 8am to 11pm; Work schedules are published one month in advance
PAY – The starting rate/salary for this position range from $22.32 to $31.86 and will be based on relevant work experience
POSTING – The anticipated closing date is on or around 03/08/24
BENEFITS ELIGIBLE? – Yes
At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!
*Generous paid time off, holiday and sick time
*WiselyPay – get earned wages up to two days early
*Paid parental leave (up to 16 weeks)
*KinderCare tuition discount
*Retirement and bonus plans
*Co-worker discount, meal deal, and referral bonus
*Pet insurance program
*Education assistance and learning programs
*Safety shoe reimbursement
*24/7 telehealth visits
*Dental and vision plans
*Medical and Rx plans (must work min. 20 hrs/wk)
*A fun and inclusive work environment
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
QUALIFICATIONS
Ability to work from home (in a commutable distance to an IKEA location)
1 year of call center, sales or customer service experience preferred.
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.
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