Remote Customer Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Ikea Full time

**Job ID**: 266936

**Date posted**: 26/11/2024

**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 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:

- $29.71 base hourly pay rate
- Above award rates and penalty rates (including Sunday and Public Holidays)
- 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
- Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers).
- Bonus programme (where eligible)
- Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional information:

- This role is Permanent Full-time, 76hrs/fortnight.
- Hybrid work available once established in the role.
- This role is based in our Remote Customer Meeting Point in the IKEA Tempe Hub.
- The internal job title for this role is Senior Resolutions Specialist
- You will be required to be available to work Monday - Sunday, shift times are between 8:00am - 10:00pm.

**About this work area**

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

- Sharing knowledge and supporting co-workers to handle and finalise the enquires within the customer support centre to deliver a world class experience.
- Complex case handling in those enquiries where the customer support centre generalists are not able to finalise the enquiry even with support
- Actively suggest improvements in order to enhance both the co-worker and customer experience to achieve business goals
- Secure that all information within the area of expertise, both co-worker and customer facing, is relevant and up to date in all information sources
- Be an active counterpart to stakeholders outside the RCMP, connected to the area of expertise, (e.g. Sales leader, Customer Fulfilment Responsible, Service Provider) to always keep the specialist knowledge up to date.

As a Senior Resolutions Specialist you are, or you have:

- A friendly and personable attitude with the ability to adapt to the different needs of our customers.
- The ability to share information, knowledge, and experience with colleague in a simple and inspirational way to help create innovative solutions for our customers' needs.
- A people person at heart and can build good relationships and interact with other colleagues and stakeholders.
- Excited to work in a dynamic retail environment which allows you to understand the customers' needs and expectations.
- The ability to deep dive into an area and build specialist knowledge.
- Excellent written and verbal communication skills; able to describe complex topics in a comprehensive way.

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