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Meeting & Understanding Customers

IKEA Call Center Resolutions Specialist II

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  • Baltimore, Maryland
  • Customer Relations

Job Description

  • Job ID: 343409

  • Date posted: 11/05/2026

    • About this work area

    Secure excellent competence level among the Remote Resolution function area related to complete furnishing solutions, e.g. kitchen planning and smart lighting, to support all levels of the customer journey, by keeping them well supported, informed, trained and ensuring excellent knowledge availability.

    What you'll be doing day to day

    • Share knowledge, news and ways of working connected to the area of expertise, to support the Remote Resolution function to always have a customer mindset and secure a great remote customer experience, thus building trust in the IKEA brand.
    • Evaluate skill performance within the area of expertise, suggest improvement areas and via Remote Team Leaders enable Senior Resolution Generalists to work on potential, as well as build on strengths, thus contributing to reaching individual and team goals.
    • Carry out local learning delivery, review and validate the content of learning to secure local relevance and a high level of competence among the Remote Resolution function.
    • Collaborate with multiple stakeholders across Ingka connected to the area of expertise to be able to update the Remote Resolution function on range changes, processes, and ways of working; as well as to secure that RCMP perspectives continuously influence relevant processes and are represented in all relevant forums.
    • Collaborate with Knowledge Specialists to ensure that content connected to the area of expertise is communicated in a qualitative and accurate way, in order to ensure the Remote Resolution function gets all context needed to serve customers in the best possible way. Collaborate with Experience Design (XD) team on ongoing initiatives in the area of expertise to ensure that the quality of the outcome matches the expectations.
    • Training and onboarding new RCMP co-workers, additionally supporting experienced co-workers to improve their performance, upskilling Resolution functional areas, and complex systems knowledge building
    • Responsible for creating and localizing new educational material in partnership with XD Team, IKEA Learning & Development, Leadership & Competence, resources and Group; system roll out and/or upgrades and maintaining learning resources
    • Identify Co-worker skill gaps and performance patterns providing coaching and feedback to create an educated and motivated Co-worker
    • Access and identify multiple learning styles to meet training needs for successful Co-worker development support throughout Resolution functional areas
    • Provide customer support directly to the customer (through all remote channels including live video calls) to develop and keep own expertise up to date as well as to maintain customer focus and communication skills
    • To access and identify training needs to gain a comprehensive understanding of where co-workers may need additional development support
    • The ability to foster a positive environment to get the Co-worker excited about learning new information and skills
    • Utilize surveys, data and recorded calls to capture to identify training/development opportunities, task related challenges and resource tool development.

    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!





    Qualifications

    • Minimum 3 years of related experience
    • Experience of coaching and training senior/expert co-workers
    • Fluent in English and local language, both written and spoken
    The starting rate/ salary for this position ranges from 63,215 USD to 90,713.75 USD and will be based on relevant work experience.
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