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Customer Care Center Team Leader (Call Center)

Jeddah, Mecca Region - Explore location Customer Relations Full Time

Job description

Company description

Come help us create a better everyday life for the many people. That’s the IKEA vision. We do that by offering a wide range of home furnishings with good design and function at prices so low that as many people will be able to afford them.

Do you value simplicity, cost-consciousness, a humble attitude and willpower? Then an IKEA career may be right for you.

We strive for excellent leadership to lead business and people together. We believe people learn and develop best when they perform and deliver in the real world.


Job description

  • Lead and inspire my team to support and contribute to a positive shopping experience for our customers by encouraging our customers to revisit IKEA often over time, whilst running an efficient, cost-effective contact center operation.
  • Responsible for my team taking fast actions to resolve customer issues in the most cost efficient way whilst maintaining our relationship with our customers. Empower the team to resolve the customers’ needs at the first point of contact with us. 
  • Understand the impact poor customer experience has on our brand and ensure our customers’ overall contact with us is a positive one. 
  • Analyse and create reports to understand when and why our customers contact us and work with feedback from our customers to identify the root causes of issues. I share this information with others to focus concentration where energy is required to produce a better result.
  • Encourage working with our stores in a constructive and consultative way in order that together we can better meet our customers’ needs and expectations now and in the future. 
  • Secure that our information tools, assessable to our co-workers, are up-to-date and the team know how to efficiently access information on the system in order to provide our customers with accurate, up-to-date and timely information.


Qualification

  • Good understanding of contact center processes and procedures.
  • Previous contact center experience ideally in a multi-channel retail environment ideally in a team lead position.
  • Experience of resolving customer complaints, resolving conflict and creating a win-win outcome.
  • Ability to handle stressful situations and to confront and manage poor performance
  • Good analytical and numerical skills
  • Experience of setting and implementing action plans, setting budgets and following up goals.