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Ikea member of staff helping customers use touch screen
会见与理解顾客

Senior Customer Service Representative

申请
  • Auckland, New Zealand
  • 顾客关系
  • 全职

职位描述

  • 职位 ID: 282314

  • 发布日期: 13/03/2025

    • Why we will love you
    You have a friendly and personable attitude with the ability to adapt to the different needs of our customers. You can share information & knowledge with colleagues in a simple and inspirational way to help create innovative solutions for our customers’ needs. You enjoy facilitation and get energy out of running onboarding & upskilling sessions for your team, you like to see people expand their knowledge and grow. You are a person at heart and can build good relationships and interact with other colleagues and stakeholders. You are excited to work in a dynamic retail environment which allows you to understand the customers’ needs and expectations. You enjoy deep diving into a different areaS, building and sharing your specialist knowledge with the wider business. You have excellent written and verbal communication skills; able to describe complex topics in a comprehensive way. A problem-solving mindset, with an attitude where no task is too difficult to overcome. You thrive making decisions, taking responsibility for customer satisfaction and solving issues. You are confident with digital tools and recognise the opportunities that digital advancements bring to the retail environment and customer satisfaction. You are committed to creating an engaging and inclusive workplace where everyone can bring their whole selves to work.
    About this work area
    As a Senior Customer Service Representative your responsibilities will include, but are not limited to:
    • Sharing knowledge and supporting co-workers to handle and finalise the enquires within the customer support centre to deliver a world class experience.
    • Complex case handling in those enquiries where the customer support centre generalists are not able to finalise the enquiry even with support.
    • Actively suggest improvements to enhance both the co-worker and customer experience to achieve business goals.
    • 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.
    • Utilising customer & co-worker data to develop and facilitate co-worker training to continuously improve the outcomes for customer and co-workers.
    • Be an active counterpart to stakeholders outside the RCMP, connected to the area of expertise, (e.g. Sales leader, Customer Fulfilment Responsible, Service Provider) to always keep the specialist knowledge up to date.

    To be considered for the Senior Customer Service Representative role, experience in the following is preferred:
    • Experience as a Senior Customer Service Representative or equivalent in a call centre environment.
    • Highly developed communication and organisational skills.
    • Passionate about understanding the customer journey, and how you support in creating a positive shopping experience for our customers.
    • Driven to thrive in a multi-faceted, fast paced environment where you are relentless about delivering the best outcomes for customers and business.
    What you need to know
    • This role is permanent full time.
    • This role will be a hybrid working environment, you will be required to be able to work from home for some shifts per fortnight and work from IKEA external warehouse. You will need to have a private space to be able to work and a suitable internet connection.
    • As the unit 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 alternating weekend shifts. The units' operational hours are from 8am-9pm
    • Internal role title is Resolution Specialist II.

    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.


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