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Meeting & Understanding Customers

Call Center Knowledge Management Specialist

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  • Baltimore, United States
  • Customer Relations
  • Full time

Job Description

  • Job ID: 290967

  • Date posted: 10/05/2025

    • Why we will love you

    You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

    A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

    What you'll be doing day to day

    In this unique role, you will be collaborating with many partners within the business, including global counterparts to ensure that customers and co-workers are getting the most up to date information on products and service updates.

    • Ensure local translation of knowledge content, assuring cultural relevance, in order to secure accessible knowledge for customers and co-workers
    • Maximize potential and quality of natural language self-serve tools (i.e. Chatbot) to improve effectiveness and quality of service delivered
    • Provide the country Call Center team with internal specific communications, e.g. newsletters, local business plan, in order to ensure involvement and engagement among local co-workers
    • Identify the learning needs for co-workers, together with Quality Specialists, in order to enable continuous learning and development
    • Ensure, in collaboration with People & Culture, and Resolutions and Sales Specialists, local learning design as well as planning and coordinating learning deliveries, in order to enable qualitative and efficient trainings
    • Ensure collaboration with group Customer Knowledge Specialists and country Leadership & Competence to secure that local knowledge base is relevant
    • Review knowledge additions from Sales/Resolutions Specialists in order to secure knowledge standards are followed, leveraging and rewording relevant inputs for use in customer-facing knowledge sources

    Our team within IKEA

    We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.

    Apply now!

    At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to ​help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!

    JOB TYPE: Permanent, Salaried, Full-time
    BENEFITS ELIGIBLE: Yes
    Hybrid workplace: Up to 3 days in office and other days remote
    (Open Availability Required)
    Salary Range: $56,778-$82,328.25
    Generous paid time off, holiday and sick time
    WiselyPay – get earned wages up to two days early
    Paid parental leave (up to 16 weeks)
    KinderCare tuition discount  
    Retirement and bonus plans
    Co-worker discount, meal deal, and referral bonus
    Pet insurance program
    Education assistance and learning programs
    Safety shoe reimbursement
    24/7 telehealth visits
    Dental and vision plans
    Medical and Rx plans (must work min. 20 hrs/wk)
    A fun and inclusive work environment
    Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role

    QUALIFICATIONS

    • Minimum of High School diploma, GED, or equivalent education
    • Minimum 3 years of experience working with communication
    • Minimum 2 years in Learning & Development platform/software implementation and utilization
    • Experience presenting and leading in front of local management and global partners
    • Strong consultation and communication skills, especially in written and verbal presentation
    • Strong stakeholder management skills
    • Experience working in a call center in a role that disseminates information internally to ensure all members of the team have accurate information.
    • Worked with customers to understand their information in connection to omnichannel shopping experiences
    • Ability to write information in a customer-facing way
    • Passionate about understanding customer behavior and needs, and designing a unique remote experience that exceeds customer expectations

    If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.
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