Knowledge Specialist

3 days ago

Tempe, Australia IKEA Full time

Who you are

You are passionate about understanding customer behaviour and needs and designing a unique remote experience that exceeds customer expectations. You have a good understanding of the complexity of Customer Support/Service and how processes impact the customer and co-worker experience. Up have strong knowledge of customer information needs in connection to omnichannel shopping experiences. You have deep knowledge of customer support processes, improvement methodologies and techniques with a clear focus on customer and co-worker experience. You are Inspired by creating an IKEA fit for the omnichannel retailing future and living the change process that comes with it.

**Responsibilities**:
As the Knowledge Specialist, your responsibilities will include but not be limited to:

- Ensure local translation of knowledge content, assuring cultural relevance, to secure accessible knowledge for customers and co-workers
- Maximize potential and quality of natural language self-serve tools (i.e., Chatbot) to improve effectiveness and quality of service delivered
- Provide the Customer Support Centre with internal specific communications, e.g., newsletters, local business plan, to ensure involvement and engagement among local co-workers
- Identify the learning needs for co-workers, together with Quality Specialists, to enable continuous learning and development
- Ensure, in collaboration with People & Culture, and Resolutions and Sales Specialists, local learning design as well as planning and coordinating learning deliveries, to enable qualitative and efficient trainings
- Ensure collaboration with global Customer Knowledge Specialists and country Leadership & Competence to secure that local knowledge base is relevant
- Review knowledge additions from Sales/Resolutions Specialists to secure knowledge standards are followed, leveraging and rewording relevant inputs for use in customer-facing knowledge sources.

Together as a team

In this position you will create and maintain a high-quality knowledge base, including necessary local adaptations to knowledge content provided by global Customer Support Centre, to enable co-workers to provide great service to customers in a remote environment.

ADDITIONAL INFORMATION

This is role is permanent full time, 76 hour per/fortnight. You must be available to work a mixture of shifts, including late nights and weekends.

  • Knowledge Specialist

    2 weeks ago

    Tempe, Australia IKEA Full time

    Who you are You are passionate about understanding customer behaviour and needs and designing a unique remote experience that exceeds customer expectations. You have a good understanding of the complexity of Customer Support/Service and how processes impact the customer and co-worker experience. Up have strong knowledge of customer information needs in...

  • Continuous Improvement Specialist

    1 day ago

    Tempe, Australia IKEA Full time

    **Job ID**: 265050 **Date posted**: 22/11/2024 **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...

  • Safety & Security Specialist

    1 day ago

    Tempe, Australia IKEA Full time

    Who you are **Your responsibilities** - Protecting IKEA co-workers, customers and assets from preventable loss, injury or illness within the store in order to support the IKEA objectives. - Ability to respond responsibly in emergency and critical situations and ensure that decisive action is taken to ensure safety of all IKEA co-workers, customers, and...

  • Ikea for Business Specialist

    2 weeks ago

    Tempe, Australia IKEA Full time

    Who you are Energised by driving business growth you are business minded and result driven, always keeping the customer at the heart of all you do. You have a broad knowledge of the end-to-end buyer journey and how to work cross functionally to secure the best experience for IKEA’s business customers. As someone who is not afraid to challenge existing...

  • Country Product Specialist

    1 day ago

    Tempe, Australia IKEA Full time

    WHO YOU ARE You are passionate about technology and digital innovation and turning software engineering trends into practice. You are someone who builds digital products effectively and helps to shape the product through active contribution in product conversations, providing a strong technical voice in the product development process to achieve sound...

  • E-commerce Sales Specialist

    2 weeks ago

    Tempe, Australia IKEA Full time

    **Job ID**: 261055 **Date posted**: 14/10/2024 **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...

  • Procurement Specialist

    1 day ago

    Tempe, Australia IKEA Full time

    **Job ID**: 269277 **Date posted**: 20/12/2024 **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...

  • Sales & Supply Support Specialist

    1 day ago

    Tempe, Australia IKEA Full time

    Who you are With a flair for analysis, you have incredible people skills and are able to communicate effectively to stakeholders at all levels of the business. You have a passion for numbers and analysis, building solutions and are technically skilled in Microsoft Office (especially Excel) yet eager to learn. You are a good multitasker with effective time...

  • Quality Assurance Analyst

    2 weeks ago

    Tempe, Australia IKEA Full time

    Who you are You’re passionate about service quality and continuous improvement, understanding human behaviour, how to exceed customer expectations and how to grow satisfaction with outstanding service and support. You have strong knowledge of monitoring and insights generation methodologies within omnichannel environments. You have analytical skills and...

  • Quality Assurance Analyst

    1 week ago

    Tempe, Australia IKEA Full time

    Who you are You’re passionate about service quality and continuous improvement, understanding human behaviour, how to exceed customer expectations and how to grow satisfaction with outstanding service and support. You have strong knowledge of monitoring and insights generation methodologies within omnichannel environments. You have analytical skills and...