Senior Customer Service Representative

Job ID: 282314

Date posted: 13/03/2025

• 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.

• 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, and how you support in creating a positive shopping experience for our customers.
• Driven to thrive in a multi-faceted, fast paced environment where you are relentless about delivering the best outcomes for customers and business.

• This role is permanent full time.
• This role will be a hybrid working environment, you will be required to be able to work from home for some shifts per fortnight and work from IKEA external warehouse. You will need to have a private space to be able to work and a suitable internet connection.
• As the unit operates 7 days per week, you must have the availability to work a rotating roster with a mix of day and evening shifts. You also have the availability to work alternating weekend shifts. The units' operational hours are from 8am-9pm
• Internal role title is Resolution Specialist II.