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Customer Support Centre - Team Leader

Customer Support Centre - Team Leader

309956BR

Hyderabad

PURPOSE OF FUNCTION

To build and retain a longlasting relationship with new and existing customers in a multichannel retail environment by:

• valuing and fulfilling customer needs and expectations, thereby stimulating more and more frequent visits.

• understanding customer motivation and expectations, and playing an active role in turning them into commercial opportunities.

• ensuring a positive shopping experience that creates trust in the IKEA brand before, during and after their visit.

This shall happen by working in partnership with all business functions to contribute to commercial growth.

OVERVIEW OF THE ROLE

  • 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 userfriendly 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, highperformance 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.
  • Be active in the recruitment process of new co-workers.
  • 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.

JOB SPECIFIC EXPERIENCE & SKILLED REQUIRED

Essentials for the role

  • Knowledge of Contact Centre / Retail business. Should have handled a team.
  • Deep knowledge about relevant Sales and Customer Relation processes, tools and working methods.
  • Knowledge about IKEA Brand, culture and values.
  • Knowledge about change management.
  • Knowledge of country employment legislation.
  • Understanding of customer behaviour.
  • Good knowledge about IKEA range and service products.
  • Strong problem solving and conflict handling skills.