Customer Relations Professional

As a person you are passionate about people, business, IKEA s purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people as well as motivated by leading and developing people. You will have a formal qualification in Sales, Customer Service or equivalent.

You will also have:
Minimum 3 years of experience in a customer facing role within contact centre
Minimum 1 year of experience in leading and/or influencing co-workers
Fluent in English (where applicable) and local language is required
You should also posses:
Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
Strong knowledge of the omnichannel customer meeting (within Sales or Resolutions)
Strong knowledge of how to motivate and empower both generalists and specialists individually as well as to create togetherness within teams
Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of working)
Good knowledge of change management and understanding of key factors for a successful change initiative
Broad knowledge of the Remote Customer Meeting Point business and the business goals
General knowledge of the people planning process and the recruitment process as well as
understanding how to contribute to these.
Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
Basic knowledge about Ingka processes, IKEA product range and services
Good knowledge about relevant Ingka systems and tools
You will have the abilities to solve problems and handle conflicts, always with IKEA values at heart, empower others to achieve set goals, using individualised techniques that trigger motivation and development, analyse risks and consequences of a change initiative and assess and improve quality.

Your responsibilities
You will be in responsible in driving an exceptional customer experience by building and leading high performance teams within an assigned area that engage with customers in all remote channels, thus securing long term growth. This happens through inspirational and empowering IKEA leadership with focus on enabling the Generalists ability to perform their remote customer-facing tasks as well as enabling Specialists to support Generalists in the best possible way.
You will be responsible to
Create an inspiring and motivating work environment and build a committed team with a strong customer focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand
Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area to identify performance improvement areas in processes and behaviours
Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft-skills in the customer meeting
Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals
Identify improvement needs in the work environment thus contributing to create a great place to work
Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximising business outcomes
Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers