IKEA - Contact Centre Representative, Auckland

Join to apply for the IKEA - Contact Centre Representative role at Hays . Get AI-powered advice on this job and more exclusive features. Want to make something extraordinary? Come make it at IKEA. We’re opening our first store in Aotearoa. This is your chance to become part of the IKEA whānau and be part of something historic from day one. Together with all our co-workers, we’re on a mission to create a better every day for the many people. Now, we’re preparing to bring that mission tothe many Kiwis!Because we know that great ideas can come from anywhere, everyone has the potential to make a real impact at IKEA. Whether you're a creative thinker, a problem solver, or someone who loves helping others, there’s room for you to grow here. After all, some of our best leaders started their journey on the shop floor. Now it's your turn to help assemble our story in Aotearoa.We’re excited to announce multiple openings for IKEA Resolutions Generalists to join our team. If you’re passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we want to hear from you! Working at IKEA has its benefits and rewards: $29.80 base hourlypay rate5 weeks of Paid Annual Leave, Parental Leave Pay, and more 24/7 access to our Employee Assistance Program for health and wellbeing support 15% discount for co-workers Affordable, nutritious meals with complimentary drinks in our co-worker restaurant. Provided co-worker uniform But that’s enough about us. Over to you now.About this work area As an IKEA Resolutions Generalist your responsibilities will include, but are not limited to: Providing qualitative customer support in all remote channels, including live video calls, to secure a great customer experience, thus building trust in IKEA brand. Offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, in order to maximise customer satisfaction.Make use of conflict management techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention. Take responsibility to go the extra mile, prioritising customer experience while understanding cost consciousness. Contribute with input to set, and responsible for reaching, personal goals that align with and contribute to the unit, function and team goals.Actively seek information about the IKEA products and services to stay up to date with commercial priorities and activities, maintaining ability to contribute to sales directly and indirectly. Provide feedback on data improvement needs, contributing to all co-workers having the knowledge required to meet customer needs.Capture and share relevant customer insights to enable other parts of Ingka to improve the customer experience. Work towards daily Key Performance Indicators (KPIs) for number of phone calls, handling time, customer service etc. As an IKEA Resolutions Generalist you are or have: Possess good knowledge of the IKEA product and service range, home furnishing design, general remote customer behaviour across channels as well as of remote customer engagement, how personal performance is measured and how it contributes to the business goals.Have a high level of data/computer proficiency. A passion for meeting customers and understanding their life at home and be energised by providing great customer service and reaching individual as well as team goal. Enjoy working with technology that enable distance engagement in a remote fast-paced and future-oriented environment and working in a team with common goals in a sharing and open culture.A strong customer focused mindset, thus steering conversation in a polite, friendly and trustworthy way and an ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts. Strong customer service skills and ability to adapt communication depending on channel.What you need to know The work location for this role is hybrid between our external warehouse in Māngere and working from home . You will need to have a fast and secure internet connection as well as a home set-up available with privacy, to handle inbound interactions. This role is a permanent role 80 hours per fortnight.The internal title for this role is IKEA Co-Worker - Resolutions Generalist. The expected start date for this role is 28th July. As part of the recruitment process this role requires a pre-employment check for final candidates which includes a reference check. As our store operates 7 days per week, you must have the availability to work a rotating roster with a mix of day and evening shifts. You also have the availability to work 3 out of 4 weekends in a month.The first step of the recruitment process will be an application form. If you are successful to the next step, you will be notified via email and be invited to complete a video Interview. If successful for the role, you will undergo a comprehensive onboarding program spanning over 12 weeks. This program is designed to provide in-depth knowledge of the IKEA business and their specific job responsibilities. The onboarding will encompass theoretical training, practical workshops, mentorship through buddying, and hands-on experience via live interactions.IKEA Sylvia Park is a non-smoking workplace. Car parking will not be provided and therefore IKEA encourages all Co-workers to utilise public transport wherever possible. Got questions? Drop us a line at we're all ears! We need people like you This is more than just a job. At IKEA, we want to build careers that let you look back and know you’ve made it. That’s why we foster a work environment where you feel comfortable bringing your whole self to mahi and make the most of your talents. When you work at IKEA, you're joining a place where your ideas matter, your growth is supported, and your wellbeing comes first. Because that's what “making it” is all about.We believe everything we do comes with the responsibility to create a positive impact on people, society, and the planet. So if you’re passionate about making the world a better place, making a whare an inspiring space , or simply making someone’s day, apply now and make it at IKEA. #J-18808-Ljbffr