Senior Customer Service Representative, IKEA

IKEA

Location:

New Zealand, Auckland

Category:

Customer Service

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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

Requirements:

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
Driven to thrive in a multi-faceted, fast paced environment

What we offer:

Foster a work environment where you feel comfortable bringing your whole self to mahi and make the most of your talents
Joining a place where your ideas matter, your growth is supported, and your wellbeing comes first

Additional Information:

Job Posted:

March 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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