Role:Resolution Generalist
Location :HYDERABAD
JOB DESCRIPTION:
•Provide qualitative customer support in all remote channels (phone, chat, mail, video, social), to secure a great customer experience, thus building trust in IKEA brand.
•Offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, in order to maximize customer satisfaction
•Make use of conflict management techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention
•Take responsibility to decide in which cases to go the extra mile, prioritizing customer experience while understanding cost consciousness
•Contribute with input to set, and responsible for reaching, personal goals that align with and contribute to the unit, function and team goals
•Actively seek information about the IKEA products and services to stay up to date with commercial priorities and activities thus maintaining ability to contribute to sales directly and indirectly
•Provide feedback on improvement needs, thus contributing to all co-workers having the knowledge required to meet customer needs
•Capture and share relevant customer insights to enable other parts of Ingka to improve the customer experience
•Offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, in order to maximize customer satisfaction
•Make use of conflict management techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention
•Take responsibility to decide in which cases to go the extra mile, prioritizing customer experience while understanding cost consciousness
•Contribute with input to set, and responsible for reaching, personal goals that align with and contribute to the unit, function and team goals
•Actively seek information about the IKEA products and services to stay up to date with commercial priorities and activities thus maintaining ability to contribute to sales directly and indirectly
•Provide feedback on improvement needs, thus contributing to all co-workers having the knowledge required to meet customer needs
•Capture and share relevant customer insights to enable other parts of Ingka to improve the customer experience
Education Required:
Any Degree
SKILLS
- •Ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts
•Passion for meeting customers, connecting with them and providing empathic solutions to their needs
•Energized by providing great customer service and reaching individual as well as team goal
•Enjoy working with technology that enable distance engagement in a remote fast-paced and future-oriented environment
•High level of data/computer proficiency
•Motivated by sharing and living the IKEA culture and values
•Ability to communicate correctly, confidently and clearly in local language(s) across channels
•General knowledge of remote customer behavior across channels as well as of remote customer engagement
•Enjoy working in a team with common goals in a sharing and open culture
•Strong customer focused mindset, thus steering conversation in a polite, friendly and trustworthy way
•Passion for home furnishing and people’s life at home
•Strong customer service skills and ability to adapt communication depending on channel
•Ability to work with others in a team and open to exchange of knowledge and insights
•Ability to work with modern tools and systems in a dynamic retail environment, handling more than one task at the time
•Strong knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
•For internal: Very good knowledge of the IKEA product and service range
•For internal: Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
•For internal: Strong knowledge about relevant Ingka processes, systems and tools
- •Ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts
