You have a passion for customer support and customer satisfaction. You are business-minded and result-driven with a customer focus. Experienced working in a highly customer focused organization and you have preferably experience in Call Centers. Having a proven track record in management and leadership, you love working with people. You have the ability to identify need for and drive change in ways of working within the team
You have strong communication skills and the ability to communicate confidently and clearly in local languages Dutch and French and fluent in English. Ability to priorities and organize work and the work of others. Confident decision-maker. Interested in home furnishing, people's life at home. Knowledge about IKEA brand, culture and values.
About the job
To ensure a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all non face to face contacts. Ensure co-workers have knowledge and tools to provide fast and easy customer support. Support and motivate the team to achieve great results in their everyday work. Monitor to secure all customer support processes are followed. Ensure a positive work environment by building team spirit and see the potential in every co-worker.
Ensure the operational implementation of the Customer Support Centre action plan within the team. Contribute to the building of business competence by supporting and coaching co-workers in their daily efforts to improve, according to agreed development and succession plans. Build a committed team with a strong culture based on customer focus, high performance and pride in their work. Follow up team result, and share performance of IKEA, Customer Support Centre result and customer insights in an understandable way to the team.
ABOUT THIS WORK AREA
The IKEA Customer Support Centre is responsible for all non-face-to-face customer contacts. We create a rewarding customer experience through deep knowledge of the range, home furnishing and services. At the Customer Support Centre, we handle and resolve all customer support enquiries before, during and after purchase. We support IKEA store co-workers with complex customer issues; before, during and after purchase. We assist IKEA service providers when they need to contact IKEA to resolve customer issues and we work proactively work with the rest of the IKEA value chain to minimize customers’ need to contact IKEA for support.