Ikea Gruppe | Knowledge Specialist | Australia
vor 2 Wochen
Our team within IKEAAt 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 knowWorking 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 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 areaAs 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.
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