After Sales Advisor
IKEA - Baltimore, MD

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Provide support for IKEA Home Shopping customers with issues that arise after the sale and require resolution. This position requires collaboration with others to determine problem source as well as create satisfactory and cost efficient resolution for customers.

Your main tasks will include:
Resolve customer issues by collecting pertinent information, informing customer of options, and finding an acceptable resolution 
Provide customers with a forum to express their concerns and react in a professional and empathetic manner 
Resolve customer issues with urgency while balancing the needs of the customer with Store/Call Center operational procedures and costs 
Use available resources to educate yourself on products, services, and customer interaction techniques 
Communicate suggestions and ideas that will positively impact service to  IKEA customers in collaboration with stores and Call Center 
Maintain accurate records of customer resolutions and follow through/Negotiate credits and/or discounts based on Returns policy and incident/Coordinate the return of merchandise with customer 
Maintain a clean, organized work area following Contact Center guidelines 
Contribute to an environment where IKEA culture is a strong and living reality that embraces the diversity of coworkers and customers 
Assume responsibility for other tasks and projects as assigned; Collaborate with Assist team to ensure best practices and customer satisfaction

Knowledge/Experience: 
Proven problem-solving skills and an ability to make decisions independently 
Extensive IKEA product, policy, and sales/service knowledge; 
Excellent communication skills and customer service orientation/Computer literacy 
Ability to work well both independently and as a team member 
Strong record of dependability and attendance/Proven time management skills 
Demonstrated conflict management skills/Able to multi-task in a fast paced environment 
Scheduling flexibility a MUST 
Be a dynamic, action oriented team player 
Use creative problem solving skills in conjunction with IKEA’s core values 
Communicate and partner with coworkers across all levels


IKEA - 2 years ago - save job
About this company
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Since its founding in 1943, IKEA has offered a wide range of home furnishings and accessories of good design and function, at prices so low...