Customer Resolution Soecialist - Global Customer Support Centre

Job description

About the job

Customer Resolution Specialist – Global Customer Support Centre Channel, IKEA Retail Services AB, Malmö

You see things a little differently. So do we. We believe that your values are more important than your CV. Come see things a little differently with us.

About you
We believe that you have a passion for customer support and customer satisfaction and want to improve the everyday meeting with our customers. You are curious and energetic with the IKEA values close to heart.
Further on you:
·  Can adapt to the ever changing demands of customers through different channels.
·  Are always looking at new ways of helping customers.
·  Have the ability to build trust and communicate clearly with different people in various situations.
·  Have a ‘seek first to understand' approach and strong consultancy skills.
·  Have experience in quality management and problem management. We are looking for someone with solid experience from the contact centre industry, with a proven success record in achieving customer resolutions both effectively and efficiently. You are very result oriented and enjoy working in a fast paced and future oriented environment. You have a great ability to lead business through people and are driven to meet KPI benchmarks and set goals.

About the job
As a Group function, Customer Experience has the purpose to position IKEA as a meaningful and trusted company, brand and employer through a rewarding experience in all channels.

The Customer Support Centre Channel, as a part of Customer Experience, makes IKEA accessible for the non-face-to-face customer. Handling customer enquiries is key in delivering a positive seamless customer experience and secures our position as the world's leading home furnishing retailer in all channels.

As Customer Resolution Specialist within the Global Customer Support Centre Channel your main focus is to:
·  Continuously build, develop and secure excellence in IKEA's Customer Support Centre customer resolution capabilities.
·  Ensure a positive co-worker and customer experience by optimised customer resolution processes and tools.
·  Ensure that the prerequisites are in place to give our customers a fast and easy resolution when amendments are needed or if something went wrong.
·  Continually look outside of IKEA to understand what Customer Resolution good practice is being developed that could enhance our IKEA customers' experience. Your assignment
In this role you will develop global customer resolution processes and working methods and ensure that they are understood and implemented in all IKEA's Customer Support Centres.
Your assignment will include, but not be limited to:
·  Support the Customer Support Centres to achieve set global and national standards, goals and policies.
·  Support in conducting operational reviews of the Customer Support Centres.
·  Develop accurate reporting that enables the exploring of good practices and benchmarking throughout the Customer Support Centres.
·  Support the Country Customer Support Centres with implementing good practice operational framework for customer resolution.
·  Develop and implement generic Service Level Agreements between the country Retail organisations and the Customer Support Centres.
·  Share internal and external good practice regarding customer resolution throughout the IKEA countries. You will report to the Operations Manager of the Global Customer Support Centre and the position requires extensive traveling.

GROWING TOGETHER
IKEA offers an exciting and empowering work environment in a global marketplace. And as the world's leader in life at home, you have exceptional opportunities to grow and develop together with us.
If you have any questions regarding this position, please contact Pernilla Jöne at ************@*******.** . If you have any questions about the actual recruitment process, please contact our Recruitment Coordinator, Simon Gabrielsen at ************@*******.** .

Please send your application in English and note that we do not accept applications by email. Please send your application, no later than October 31 st 2016.

Global Retail Services is responsible for global support and business development of the IKEA Retail organisation. It is our responsibility to lead the development of all channels and media, to support the development in our retail markets as well as to lead the positioning of total IKEA. These directions aligned to each other will contribute to fulfil our main objectives, to be the leader of life at home, gain long term profitability and growth.

Job ID

263152BR

Removal Date

31/10/2016