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Customer Support Team Leader for IKEA in Kyiv

Kyiv, Kyiv City - Explore location Customer Relations Full Time

Job description


You have passion for customer support and customer satisfaction. Your personal values reflect IKEA values. You share passion for the IKEA product range, home furnishing and peoples' life at home with us and driven by achieving success and development through people. You are result and solution driven and feel sincere pride of the IKEA Brand and IKEA values

Your profile
Knowledge of contact centre business.
Deep knowledge about relevant Sales and Customer Relation processes, tools and working methods.
Knowledge about IKEA Brand, culture and values.
Knowledge about change management.
Knowledge of country employment legislation.
Understanding of customer behaviour.
Strong problem solving and conflict handling skills.
Business-minded and result-driven with a customer focus.
Experience working in a highly customer-focused organisation.
Strong communication skills with the ability to adjust the communication style based on receiver.
Ability to communicate confidently and clearly in local language(s) and fluent in English.
Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available.
Confident decision-maker.


On your job you will contribute to optimising of customer experience and secure satisfied customers by motivating and inspiring your team in their everyday work using knowledge of the IKEA product range and services and the IKEA customer.
Actively ensure co-workers have knowledge and tools to provide fast and easy customer support.
Monitor that all sales and customer support processes are followed.
Ensure a positive work environment by building team spirit and seeing the potential in every co-worker.

In this role, you will be a part of Customer Support Centre team in Kyiv and you will:
•Contribute to the operational implementation of the unit action plan within the team.
•Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need and user-friendly tools.
•Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible.
•Monitor and feedback on working methods, productivity and quality on team and individual level.
•Ensure the right number of competent co-workers to secure high quality for all customer contacts within the service level.
•Build a committed team with a strong culture based on customer focus, high performance and pride in their work.
•Contribute to the building of business competence by supporting and coaching co-workers in their daily efforts to improve according to agreed development plans.
•Monitor and follow up that the team works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety.


Our mission is to interact with customers in the most efficient and professional way, giving each of them the help and information they need.
Our vision: Profitability is important to the business, but people are the real value!

MANTRA: Many voices is one single voice in facing customer, IKEA Voice!


IKEA Ukraine is a part of IKEA South East Europe - an exciting and empowering region with great growth agenda in all countries - Croatia, Romania, Serbia, Slovenia and Ukraine. IKEA South East Europe currently operates 6 stores and we are preparing to open new ones in the nearest future.
We strongly encourage and warmly welcome applications of people of all cultures, backgrounds and experiences because we believe that diversity in IKEA makes us stronger.

Join us now and apply for the position online.