Knowledge Specialist

Job ID: 266067

Date posted: 03/12/2024

Our team within IKEA

At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

We are guided by our cultures & values, creating a great place to work.
We stand for equality, diversity and inclusion.
We care about people & planet and promote health & wellbeing.
We nurture your development and provide career opportunities to unlock your potential.

What you need to know

Working at IKEA has its benefits and rewards:

• 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Co-worker uniform provided
• Free Co-worker parking
• Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

• This role is Temporary (Starting 17 February 2025 – 1 February 2026) Full-time, 76 hours per/fortnight.
• The internal job title for this role is Knowledge Specialist
• Hybrid working is supported, 3 days in the office/unit and 2 days from home.
• This role requires availability to work Monday to Friday, 9:00am- 5:00pm.
• If your application is successful, you will be required to attend a 2-day Welcome induction.
• As part of the recruitment process this role requires a pre-employment check for final candidates.

About this work area

As a Knowledge Specialist your responsibilities will include, but are not limited to:

• Ensuring all knowledge content is accurately translated and culturally relevant to provide valuable information for both customers and co-workers.
• Maximising the potential and quality of natural language self-serve tools (e.g., Chatbot) to improve service effectiveness and quality.
• Providing the country RCMP (Remote Customer Meeting Point) with specific internal communications, such as newsletters and local business plans, to ensure co-worker involvement and engagement.
• Identifying learning needs for co-workers in collaboration with Quality Specialists to enable continuous learning and development.
• Working with People & Culture, Resolutions Specialists and Sales Specialists to design, plan, and coordinate local learning deliveries, ensuring high-quality and efficient training.
• Evaluating and rewording knowledge additions from Sales/Resolutions Specialists to ensure they meet standards and are suitable for customer-facing sources.

As a Knowledge Specialist you have:

• Strong knowledge of customer information needs related to omnichannel shopping experiences.
• A broad understanding of co-worker competence enablers in service functions.
• General knowledge of the contact centre industry, particularly its knowledge functions.
• Expertise in structuring and writing content in a customer-facing manner that is easily digestible.
• High level of data or computer proficiency.