WHO YOU ARE

a. KNOWLEDGE
? Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life
for the many people
? Strong knowledge of knowledge management within customer service environments
? Strong knowledge of customer information needs in connection to omnichannel shopping experiences
? Broad knowledge of co-worker competence enablers in connection to service functions
? General knowledge of the contact centre industry and in particular its knowledge functions
? Strong knowledge of structuring and writing in a customer-facing way
? Strong knowledge of IKEA Brand Identity and IKEA tone of voice as well as of the prerequisites of both external and internal communication
? Good understanding of the complexity of RCMP and how processes impact the co-worker experience
? High level of data/computer proficiency
b. MOTIVATION
? Motivated by sharing and living the IKEA culture and values
? Passionate about understanding customer behavior and needs, and designing a unique remote experience that exceeds customer expectations
? Inspired by creating an IKEA fit for the omnichannel retailing future and living the change process that comes with it
? Inspired by co-creation and openness for development and change
c. CAPABILITIES
? Very strong communication and linguistic skills, verbal and written
? Ability to work with others in a team, being open to exchange of knowledge and insights
? Strong interpersonal skills with the ability to build trustful relationships
? Ability to turn insights into improvement needs
? Ability to accomplish goals, complete tasks, and achieve results

YOUR RESPONSIBILITIES

? Ensure local translation of knowledge content, assuring cultural relevance, in order to secure great knowledge for
customers and co-workers
? Maximise potential and quality of natural language self-serve tools (i.e. Chatbot) in order to improve effectiveness
and quality of service delivered
? Provide the country RCMP 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 continous 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 tranings
? 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

TOGETHER AS A TEAM

Create and maintain a high-quality knowledge base, including necessary local adaptations to knowledge content provided by group Remote Customer Meeting Point (RCMP), in order to enable co-workers to provide great service to customers in a remote environment.