Knowledge Specialist

1 day ago

Tempe, Australia IKEA Full time

**Job ID**: 266067

**Date posted**: 03/12/2024

**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 sharing our tasty responsibly sourced food with the many people across the world.

We are guided by our cultures & values, creating a great place to work.
We stand for equality, diversity and inclusion.
We care about people & planet and promote health & wellbeing.
We nurture your development and provide career opportunities to unlock your potential.

**What you need to know**

Working at IKEA has its benefits and rewards:

- 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
- 24/7 access to our Employee Assistance Program for health and wellbeing support
- 15% Co-worker discount
- Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
- Co-worker uniform provided
- Free Co-worker parking
- Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
- Bonus programme (where eligible)
- Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

- This role is Temporary (Starting 17 February 2025 - 1 February 2026) Full-time, 76 hours per/fortnight.
- The internal job title for this role is Knowledge Specialist
- Hybrid working is supported, 3 days in the office/unit and 2 days from home.
- This role requires availability to work Monday to Friday, 9:00am
- 5:00pm.

**About this work area**

As a Knowledge Specialist your responsibilities will include, but are not limited to:

- Ensuring all knowledge content is accurately translated and culturally relevant to provide valuable information for both customers and co-workers.
- Maximising the potential and quality of natural language self-serve tools (e.g., Chatbot) to improve service effectiveness and quality.
- Providing the country RCMP (Remote Customer Meeting Point) with specific internal communications, such as newsletters and local business plans, to ensure co-worker involvement and engagement.
- Identifying learning needs for co-workers in collaboration with Quality Specialists to enable continuous learning and development.
- Working with People & Culture, Resolutions Specialists and Sales Specialists to design, plan, and coordinate local learning deliveries, ensuring high-quality and efficient training.
- Evaluating and rewording knowledge additions from Sales/Resolutions Specialists to ensure they meet standards and are suitable for customer-facing sources.

As a Knowledge Specialist you have:

- Strong knowledge of customer information needs related to omnichannel shopping experiences.
- A broad understanding of co-worker competence enablers in service functions.
- General knowledge of the contact centre industry, particularly its knowledge functions.
- Expertise in structuring and writing content in a customer-facing manner that is easily digestible.
- High level of data or computer proficiency.

  • 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...

  • Intraday Specialist

    1 week ago

    Tempe, Australia IKEA Full time

    Who you are You have experience working within a fast paced and agile contact centre environment. With your naturally friendly and personable attitude, you have the ability to interact with co-workers, team leaders and managers alike, building effective working relationships. You will have the ability to respond quickly to business needs, effectively...

  • Digital Content Specialist

    1 week ago

    Tempe, Australia IKEA Full time

    Who you are - Formal qualifications in Digital Marketing or equivalent - 3-5 years experience in digital media, including content creation, and able to demonstrate SEO knowledge and copywriting skills - Experience in retail marketing, FMCG highly regarded - Adobe Suite - InDesign, Photoshop, Adobe After Effects, Premiere Pro - Experience using analytics...

  • Continuous Improvement Specialist

    2 weeks 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

    2 weeks 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...

  • Ecommerce User Experience Specialist

    1 week ago

    Tempe, Australia IKEA Full time

    Who you are You are passionate about people, business and driving better performance to deliver a seamless omnichannel customer journey. You understand life at home and home furnishing trends to ensure our online visitors have the best user experience when browsing and shopping the IKEA range across different digital touchpoints. You are driven to maximise...

  • Continuous Improvement Specialist

    1 week ago

    Tempe, Australia IKEA Full time

    **Job ID**: 265050 **Date posted**: 13/01/2025 **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...

  • Country Product Specialist

    2 weeks 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...

  • Replenishment Supply Specialist

    7 days ago

    Tempe, Australia IKEA Full time

    Who you are You are passionate about range and supply availability outcomes for our retail business. You work with customer insights and trend and can think and act differently when it comes to optimal replenishment of all our IKEA units, Stores and DC/CDC. Your strengths lie in analytical ability that is required in forecasting, demand and supply planning...

  • Procurement Specialist

    2 weeks 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...