Knowledge Specialist

1 week 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.

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