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Customer Relations Team leader

Pune, Maharashtra Customer Relations Full Time

Job description

WHO YOU ARE

• Understanding of the easy buying experience. Cost and budget management. • Proven leadership skills in a people-centric organization. • IKEA Brand, IKEA culture and values. • Knowledge of working methods according to work focus. • Knowledge of legal requirements and third-party contracts. • Knowledge of the payment process. Good knowledge of IKEA payment tools. MOTIVATION: • The IKEA values truly reflect personal values. • Passionate about leading business through people. • Enjoy working in a fast-paced and future-oriented retail environment. CAPABILITIES: • Ability to work on agreed working methods independently and reliably. • Good communication, negotiation and influencing skills. • Ability to find solutions for customer and operational issues. • Good attention to detail by being persistent, structured and accurate. • Proactive with the ability to implement solutions quickly. • Develop the business and deliver results • Lead and develop people • Inspire and clarify • Create togetherness • Find better ways • Enable change ESSENTIAL FOR PARTICULAR JOB: • Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment. • Experienced in creating and implementing short-term plans and following up goals. Proven customer-focused mindset. • Self-reliant and motivated with a proven ability to work as part of a team as well as independently. Self-confident and assertive with the ability to influence through the use of customer insights. • Ability to set clear expectations and directions. • Proven record/experience of developing people and organizations. • Good analytical and numerical skills. • Ability to communicate confidently and clearly in the local language(s) and English. PREFERRED FROM EXTERNALS: • Experience of working in a customer service role within retail business. • Quick learner who can adapt easily to changing demands. • Ability to understand the key principles of the shopping experience and customers’ expectations. PREFERRED FROM INTERNALS: • Good understanding of the IKEA culture and values. • Experience of working in an IKEA store or IKEA Customer Support Centre. • Basic experience of working in a line management role, leading and developing people.

YOUR RESPONSIBILITIES

• The work area is in shape as new and efficiently equipped at all times throughout the day • Co-workers are ready and available to help customers • To secure co-workers have the knowledge, confidence, responsibility, authority and desire to support the customer and that they achieve this is an efficient and simple way. • Support the CR co-worker when they cannot resolve a customer’s need, dealing positively and quickly with issues raised by our customers. • Support the customer friendly, efficient and cost effective execution of the payment and exchange and returns process. • Follow up and take actions to ensure the agreed goals are met • Ensure spot checks are conducted every day • Work with my manager to identify root cause of recurring problems, agreeing and implementing improved ways of working and following-up to ensure we have been successful in resolving the problem for future customers. Where appropriate work with colleagues in other functions to implement changes which will improve our customers’ satisfaction. • Educate the team to understand the IKEA Concept, and ensuring that they read and use the appropriate manuals and other education tools to help maximise our customers’ shopping experience. • Contribute to the Customer Relations action plan and taking ownership for its delivery. • Ensure balanced operational excellence in daily operations to enhance the easy buying experience. • Support proactively with customer insights to improve business and functional operations.

ABOUT THIS WORK AREA

To build and retain a long-lasting relationship with new and existing customers in the Dark Store • Valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits online. • Understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities. This shall happen by working in partnership with all business functions to contribute to commercial growth. PURPOSE OF JOB: To enable an easy buying experience for all customers throughout the complete payment and exchange and returns process. This includes in particular: • Payment is handled in reliable, efficient and accurate manner • Ensuring a fast and efficient after-sales experience with the customer in focus.