Our team within IKEA
At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.
The role of Customer Resolution Representative (Resolutions Generalist) supports this vision by delivering a seamless and positive customer experience across remote channels. It focuses on providing empathetic, customer-centric support, understanding individual needs, and offering effective, solution-oriented resolutions that build trust in the IKEA brand. Through strong communication, conflict management, and product knowledge, the role helps maximise customer satisfaction, contribute to business goals, and provide valuable insights that continuously improve the overall customer experience.
About this work area
As Customer Resolution Representative your responsibilities will include, but are not limited to:
- Receiving high-volume inbound contacts, operating contact centre telephony and other communication systems.
- Providing customers with after sales solutions that meet their needs, balancing cost consciousness and customer experience.
- Making use of problem-solving and resolutions techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention and brand trust.
- Answering all customer enquires through our different communication channels (phone, chat, email, etc.) within the set timeframes.
- Document all customer interactions, inquiries, and resolutions in our CRM system to maintain accurate and up-to-date records.
- Investigating complex cases, liaising with IKEA service providers, and assessing quality & extended guarantee related claims.
As a Customer Resolution Representative, you are:
- Proven experience in a customer service role, particularly in retail or contact centre is highly valued.
- Curious with strong problem-solving skills to help create innovative solutions for our remote customers.
- Able to demonstrate excellent written and verbal communication skills showcasing a polite and friendly manner.
- Good attention to detail along with the ability to remain composed when working under pressure.
- Have proficient computer skills and an ability to learn about all technical aspects of the IKEA systems.
- A team player with a Togetherness mindset but also be also to work independently and find solutions.
- The drive to offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, to maximise customer satisfaction.
We need people like you
At IKEA, work is so much more than a job. Come join us!