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Contact Center Team Leader

Mexico City, Mexico City eCommerce 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.

We are determined to bring a little bit of Sweden to Mexico.


Job description

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.
  • This shall happen by working in partnership with all business functions to contribute to commercial growth.
  • I have the responsibility to ensure the satisfaction of all customers who contact us directly through the contact centre in all media.
  • I do this by leading contact centre frontline co-workers to identify and provide simple and effective solutions to our customers’ enquiries.
  • I use my knowledge of the IKEA range, services we offer, and how our processes work.
  • I take responsibility for gathering the specific information from our customers, which will assist our contact centre or the stores to improve our customers’ total shopping experience and give this feedback to my manager.

Customers

  • I assist the contact centre operation manager to manage and lead the staff and activities of the Operation Team, including recruitment, coaching, mentoring, training, scheduling and performance management utilising IKEA values.
  • I assist the Operation Manager to promote high quality and competitively priced services for IKEA customers while minimising liability and losses.
  • I need to ensure a positive customer experience through a prompt & good response and actions to customers’ feedback or after sales related complaints including social media complaints via phone call, chat and email.
  • I assist the operation Manager to establish, implement, review and update plans to secure ongoing development of competence and succession within function and location.
  • Initiate development activities to secure customers meet friendly, helpful and knowledgeable co-workers.

Commercial

  • I take action to support established After Sales business objectives and defined goals with the customer needs as a primary focus.
  • I sustain a good communication channel with all stores to secure the right information eventually to offer proper service accordingly.

People

  • I have the ability to create an environment where the IKEA values are a strong and living reality that embraces the diversity of co-workers.
  • I am a partner with managers and co-workers to influence and support overall positive working environment to include actions to secure a positive shopping experience in line with established customer service standards and a sense of urgency in addressing customer service issues.

Financial

  • I prepare, analyse, assess and communicate designated After Sales oriented goals and results.
  • I look for more effective ways of working to reduce costs.

Qualification
  • At least 3 years of experience in similar position gained from working in a customer-facing, service-oriented, fast-paced and multichannel retail environment.
  • Good knowledge of how to support IKEA customers before, during and after they have made purchases, and how the Customer Contact Centre acts as the main support channel.
  • Experience of the easy buying process.
  • Relevant processes, tools and working methods for the role. 
  • Ability to network and interact effectively with different people in various situations.
  • Ability to make things happen with flexibility, speed and simplicity.
  • Computer literate and familiar with statistical analysis.
  • Good knowledge in handing customer complaints or crisis.
  • Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
  • Ability to communicate confidently and clearly (both spoken and written), in English and Spanish
  • Experienced in problem-solving and conflict-management.
  • Ability to create a win-win situation when handling conflict situations.
  • Ability to understand the key principles of the shopping experience and customers’ expectations.
  • Experience of leading a team in a customer support/contact centre environment.
  • An interest in home furnishings.

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 part of our team please apply via IKEA smartrecruiters sending your CV in english: https://careers.smartrecruiters.com/ikeamexico.