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Contact Center IT Analyst

Mexico City, Mexico City IT & Digital Solutions Full Time

Job description

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 prices so low that as many people as possible can afford them.

Ikano Group has already carried out market and distribution studies relating to the establishment of IKEA stores in Mexico. Inter IKEA Systems B.V. (the owner of the IKEA Concept and worldwide IKEA franchisor) has allocated the market of Mexico to us.

We have an office in Mexico City since April 2017 and are determined to bring a little bit of Sweden to Mexico.


Job description

PURPOSE OF FUNCTION:

To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits, understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities, ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.

PURPOSE OF JOB:

To work together with contact centre management group and the team in an inspiring and supportive way to  ensure all IT-related systems and applications and office facilities are available and in a good condition all the time, to  support all CCC members for IT trouble-shooting and IT education. To take responsibility for business development in contact centre related systems and communication channels. To better collect and analyse customer insight with various efficient ways and operate with self-serve concept, together we sustain IKEA long-term profitability.

ASSIGNMENT:

  • To ensure contact centre systems and applications are available all the time,  constantly looking to offer a better platform for customer service.

  • To be proactive  in using all the tools and materials to support business growth, keeping the customer in focus.

  • To improve customer experience, I am responsible for self-serve tools and skills development specifically for our interaction platforms, IVR setup, as well as being the focal for our external service providers.

  • To secure service agreements with external service providers, taking responsibility to manage ESP and service system upgrades and developments.

  • To be  responsible for hardware and software purchases and maintenance in an efficient, cost effective way.

  • To secure all administrative documentations are processed and filed in an accurate, timely and cost effective manner


Qualification

The ideal candidate:

  • Demonstrates competence with computers and IT systems
  • Understands  the IT systems and platforms.
  • Has good knowledge of rules and guidelines of contact centre operations.
  • Understands legal requirements and third-party contracts.
  • Has previous management experience in an IT/related aspects role, with proven analytical and numerical skills.
  • Has an ability to quickly develop knowledge of the local IT systems, interaction software and CRM platform, and take commercial decisions based on this information.
  • Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
  • Has and experience of leading in a changing environment.
  • Knows how to manage and develop complex processes.
  • Open-minded and actively seeks out new ways of working.

More Information

This position is based in Mexico City and  offers a rare opportunity to be part of the establishment of IKEA in a whole new market. You will get a chance to push boundaries and influence the direction of IKEA in Mexico. All as part of a caring and open culture where we live our values, work hard, have fun and operate with a long-term perspective. Because here opportunities arise and growth follows.

If you are interested to be a part of our team  please send your CV in English.