What are the responsibilities and job description for the Call Center Knowledge Specialist position at IKEA?
Who you are
We believe your backpack consists of:
• Strong knowledge of knowledge management within customer service environments
• Strong knowledge of customer information needs in connection to omnichannel shopping experiences
• Broad knowledge of co-worker competence enablers in connection to service functions
• General knowledge of the contact centre industry and in particular its knowledge functions
• Strong knowledge of structuring and writing in a customer-facing way
• Strong knowledge of IKEA Brand Identity and IKEA tone of voice as well as of the prerequisites of both external and internal communication
• Good understanding of the complexity of Customer Support/Service and how processes impact the co-worker experience
• Ability to work with others in a team, being open to exchange knowledge and insights
• Ability to turn insights into actions
• Passionate about understanding customer behavior and needs, and designing a unique remote experience that exceeds customer expectations
• Inspired by creating an IKEA fit for the omnichannel retailing future and living the change process that comes with it
Your backpack is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.
However, it’s essential you have strong communication skills, especially in written, strong stakeholder management skills and you have a good English level.
Your responsibilities
In this role, you will:
• Ensure local translation of knowledge content, assuring cultural relevance, in order 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 country RCMP with internal specific communications, e.g. newsletters, local business plan, in order to ensure involvement and engagement among local co-workers
• Identify the learning needs for co-workers, together with Quality Specialists, in order 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, in order to enable qualitative and efficient trainings
• Ensure collaboration with group Customer Knowledge Specialists and country Leadership & Competence to secure that local knowledge base is relevant
• Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners
• Review knowledge additions from Sales/Resolutions Specialists in order to secure knowledge standards are followed, leveraging and rewording relevant inputs for use in customer-facing knowledge sources
About this work area
In this position you will create and maintain a high-quality knowledge base, including necessary local adaptations to knowledge content provided by group Remote Customer Meeting Point (RCMP), to enable co-workers to provide great service to customers in a remote environment.
Apply now!
Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.
JOB TYPE - Permanent, Salaried
BENEFITS ELIGBILE – yes
IKEA offers competitive benefits and perks, such as medical and Rx, dental, vision, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance and more!
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