Contact Center Team Leader

Company Description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at affordable prices . We are part of IKEA Al-Homaizi Limited, operating in three countries - Kuwait, Jordan, and Morocco.

We are an equal opportunities employer. We hire and treat our co-workers in a manner that does not discriminate with regards to gender, race, colour, religion, age, disability, sexual orientation, marital status, nationality, political opinion, union affiliation, social or ethnic origin.

Our keywords are Home, People, Happiness, Development, Leadership, Inclusion & Diversity, All with Passion!

Join us to bridge your dreams and unique ideas within an organization that believes in People !

Job Description

• Passionate about getting a good solution for customers. Do this by identifying customers’ needs and using knowledge of the IKEA systems and processes to offer solutions. This allows customers to make informed choices which leads to sales growth and profitability.
• Take ownership for resolving customer’s individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised.
• Understand the impact of service time responses on our customers’ level of satisfaction and work both individually and with colleagues to ensure that we match our agreed service levels.
• Empathetic and understand when customers are angry and upset by their shopping experience to date. Remain calm and helpful, offering solutions to ensure they are satisfied with our overall service level and we maintain our relationship with them.
• Know the contact centre tools to access information about the IKEA range, service offers, as well as national store activities and marketing campaigns.
• Have a good knowledge of store operations in order to offer appropriate solutions to our customers, giving advice on add-on sales, thereby encouraging them to buy more.
• Work with our stores to communicate customer priorities and listen to them so that can offer the best shopping experience for our customers.
• Value other colleagues’ ways of working and learn from those who work differently to me. Actively seek feedback and give feedback constructively to colleagues in order to improve the shopping experience of our customers.
• Pass on knowledge to colleagues and encourage them to do the same.
• Keep colleagues informed so that they can perform their roles effectively.
• Available to help and support co-workers in my own department and other areas of the contact centre when manager needs me to do so.
• Strong reporting and analytical skills with advanced knowledge of Microsoft Excel to track KPIs,analyze performance trends, and prepare management reports.

Qualifications

• Demonstrates a courteous and friendly manner on the telephone.
• Knowledge of the IKEA product range, including service products.
• Ability to work in a team as well as independently.
• Experience of working in a fast-paced environment.
• Confident to approach and talk to people.
• Ability to take accurate notes and records of conversations.

Additional Information

* Local employment regulations applies