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Support Advisor (Korean )

Shanghai, Shanghai Municipality - Explore location IT & Digital Solutions Full Time

Job description


• Take ownership and provide seamless support to end-users by considering all support needs, coming in through the different support channels
• Register, analyse, prioritise, solve and assign all incoming cases during the agreed time in an accurate and efficient manner ensuring high level of quality
• Perform all daily tasks in accordance with set processes, rules and guidelines and share important information and knowledge with colleagues, in order to ensure standardisation
• Monitor, follow up and communicate with end-users about the progress of their ongoing case, escalate the case if needed and secure end-users are continuously updated
• Collect and share user feedback with relevant teams in Group Digital, being the voice of the users
• Promote and be the ambassador of the support organisation’s assignment and goals by being involved in cross functional work to ensure an affordable IKEA
• Prioritise and work with incoming issues ensuring they meet the defined agreements, KPIs and OKRs, as well as securing compliance towards legislations, policies and other requirements
• Apply and adhere to good practices within an agile/iterative development approach in order to improve time to market
• Contribute with input in exploring and evaluating new technologies in order to boost innovation and productivity for optimisation/modifications of the support


Provide professional and service minded support to Ingka and Inter-IKEA Systems based on defined agreements, being the obvious choice when it comes to first level support needs.

Fulfil the support needs of co-workers in a timely and seamless way, being the single point of contact for all general digital related questions and issues.

We’re the ones who make it possible for people to have a smarter life at home and a hassle-free and rewarding shopping experience. Together we work to find new digital solutions for every business need to help make IKEA a great and efficient place to work. We like to think of ourselves as innovative and modern, and we believe that nothing would actually work without us.