8-9 years of experience in call centres, customer service is preferred.
3-4 years of team lead experience is mandatory.
Good communication skills.
Ability to take responsibility and delegate when necessary. Leading business through people.
Ability to find solutions for customers and operational issues.
Coaching and conflict handling skills.
Contribute to the operational implementation of the unit action plan within the team.
Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need and user-friendly tools. Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible.
Monitor and feedback on working methods, productivity and quality on team and individual level.
Ensure the right number of competent co-workers to secure high quality for all customer contacts within the service level. Build a committed team with a strong culture based on customer focus, high performance and pride in their work. Contribute to the building of business competence by supporting and coaching co-workers in their daily efforts to improve according to agreed development plans.
Monitor and follow up that the team works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety.
YOUR RESPONSIBILITIES
Good knowledge of the IKEA product and service range. Good computer skills. Knowledge about the IKEA Brand, culture and values.
Knowledge about customer care and how to meet the customer the IKEA way.
Good knowledge about relevant Sales and Customer Relations processes, tools and working methods. Knowledge about IKEA tone of voice. Knowledge about how to communicate to customers across contact methods.
Passion for customer support and supporting customers in the best possible way, while reaching set goals.
Personal values reflect IKEA values. Passion for the IKEA product range, home furnishing and peoples’ life at home. Enjoy working in a fast-paced and future-oriented environment. Hungry for knowledge and a desire to increase skills in order to benefit the IKEA business and grow personally.
TOGETHER AS A TEAM
At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!