Senior Customer Support Specialist

vor 2 Monaten


Spreitenbach, Aargau, Schweiz Ikea Vollzeit
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Senior Resolution Generalist. As a key member of our customer support team, you will be responsible for providing exceptional customer service and resolving complex customer issues in a timely and professional manner.

Key Responsibilities

• Provide qualitative customer support in all remote channels, ensuring a great customer experience and building trust in the IKEA brand.
• Offer expert knowledge to find best solutions for customers, balancing legal aspects, IKEA policies, and customer satisfaction.
• Approach customers with a customer-centric mindset and true empathy to maximize customer satisfaction.
• Make use of conflict management techniques to contribute to smooth and positive interactions that drive customer retention.
• Take responsibility for deciding when to go the extra mile, prioritizing customer experience while understanding cost consciousness.
• Contribute to setting and reaching personal goals that align with and contribute to the unit, function, and team goals.
• Stay up-to-date with relevant IKEA policies and local regulations to provide customers with appropriate solutions.
• Actively seek information about IKEA products and services to maintain the ability to contribute to sales directly and indirectly.

What We Offer

We believe in creating a happy and healthy work environment. Our benefits include:
• 28 vacation days (based on a % workload)
• 8 weeks paid parental leave for fathers; 20 weeks paid parental leave for mothers
• Very attractive social benefits
• 15% staff discount on purchases in every Swiss IKEA store
• Unlimited access to the LinkedIn learning platform
• Affordable and healthy meals in our staff canteen (CHF 4.50 for meat dishes and CHF 3.50 for veggie dishes)
• Bonus payments for all employees

Why Join Us?

We encourage and support our employees to try out different roles, move between functions, or even go abroad. Our goal is to create a dynamic and inclusive work environment that fosters growth and development.

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