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Sofie Johansson

Exchanges & Returns, Customer Relations

“I see no gap between managers and co-workers.” 

How did you get started in IKEA and what have you done so far?
I started at an IKEA customer support centre answering phone calls. I like being social and I love people. My manager saw that and understood that I would be happier serving customers face-to-face. He helped me contact the Customer Relations manager at an IKEA store. I came for a chat and we both knew it was really right for me. When a job came up I applied for it and got the job.

Why did you want to work with IKEA?
I’ve grown up with IKEA. I didn’t know much about IKEA, but who wouldn’t want to work there? You can do so much and be who you want to be. It’s really for everybody. It really is a family.

What are the most inspiring responsibilities or tasks you have in your current role?
I love to solve issues. It’s perfect for me. Starting in the store was one of the happiest moments. I’m so happy and I love doing it. Every customer is different. I’m creative, so solving the issues is really fun for me, even if it’s hard sometimes. They’ve given me brilliant education in the product range. My knowledge is really good and I love giving it to my co-workers. It’s inspiring to help angry, disappointed customers and get them to trust IKEA again. That’s the best feeling.

What advice would you give someone thinking about this job?
In Customer Relations our greeters are the first function customers meet and our cashiers are the last. We tie the experience together for customers and we build a really nice relationship. We know so much because we have knowledge from the whole store. For me it’s really inspiring. That’s why I work at Customer Relations. You have to love customers. You learn so much about yourself. You learn about people, customers and yourself. That’s inspiring and it’s why I love my job so much.

What is your favourite aspect of the IKEA culture and values?
I’m humble myself. But I always have a sparkle in my eye to make a situation easy. For me it’s close to my heart. I don’t need a gap between a manager and a co-worker. My manager and my co-workers are people just like everyone else and that’s inspiring for me. For me it’s really important to have a good leader. That’s why I like to lead by example. I really love it when I feel from my manager that I can actually do what I want. I can feel that I can go from knowing a little to knowing a lot. I can make progress. I really feel that my manager and my co-workers want to trigger me to be better and help me make progress.

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