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Customer Support Specialist

Baltimore, Maryland - Explore location Customer Relations Full Time

Job description

WHY WE WILL LOVE YOU

•Successful candidates will be available Monday through Friday between 9:00 AM-5:30 PM Eastern Standard Time for the first 8 weeks of training
•After onboarding is completed and you transition to your regular position, your schedule will start between the hours of 9:00 AM and 1:30 PM EST
•One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week
•5 years experience of call center, sales, or customer service
•High School Diploma or equivalent
•You are self-reliant and motivated with proven ability to work as part of a team as well as independently

WHAT YOU'LL BE DOING DAY TO DAY

•Be an integrated part of the daily Customer Support Center operations sharing knowledge and supporting Generalists to handle and finalize the enquiries to deliver a world class experience
•Work actively to gain and maintain a high level of expertise in one or more designated specialist areas within a Customer Support Center
•Regularly provide customer support directly to the customer (through all human remote channels) to maintain customer focus and communication skills
•Be an active counterpart to stakeholders outside the Customer Support Center connected to the area of expertise, (e.g. Sales leader, Customer Fulfilment Responsible, Service Provider) to always keep the specialist knowledge up to date
•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
•Conduct trainings within area of expertise for Customer Support Center co-workers
•Conduct complex case handling in those enquiries where the Customer Support Center Generalists are not able to finalize the enquiry even with support
•Understand the unit action plan and actively contribute in achieving the goals
•Acts as customer advocate by resolving escalated customer situations in ways that satisfy customer requests while working within the business guidelines
•Create & maintain knowledge base articles and reports about specialist areas for internal and external communication needs while using IKEA tone of voice
•Evaluate skill performance within a certain area of expertise, suggest improvement areas and via Team leaders enable Sales Generalists to work on potentials and build on strengths, thus contributing to reaching individual and team goals
•May conduct aftersales resolution activities to secure the needs of the business wherever necessary

TOGETHER AS A TEAM

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!