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Customer Service Director
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We are seeking an exceptional Customer Service Director to join our team at IKEA. As a key member of our Customer Contact Centre, you will play a vital role in ensuring the satisfaction of all customers who contact us directly through the contact centre in all media.
Your primary responsibility will be to gather specific information from our customers, which will assist our contact centre or the stores to improve their total shopping experience and provide this feedback to your manager.
You will also assist the Customer Contact Centre Manager to manage and lead the co-workers and activities of Operation Team, including recruitment, coaching, mentoring, training, scheduling, and performance management utilising the IKEA values.
In addition, you will take action to support established aftersales business objectives and defined goals with customer needs as a primary focus and sustain a good communication channel with all stores to secure the right information with the aim to provide a fantastic experience to all of our customers.
Key Responsibilities:- Report to the Customer Contact Centre Manager Mexico, Ikano Retail and ensure customer satisfaction across all media channels.
- Gather customer information to improve the shopping experience and provide feedback to the manager.
- Manage and lead the co-workers and activities of the Operation Team, including recruitment, coaching, and training.
- Sustain good communication with all stores to secure the right information and provide a fantastic experience to customers.
- At least 5-7 years of experience working in a customer-facing, service-oriented, fast-paced, and omnichannel retail environment.
- A strong belief in the importance of customer loyalty and a passion for home furnishings and customer service.
- The ability to communicate confidently and clearly in English and enjoy interacting with people.
- Self-reliance, motivation, calmness, empathy, and a customer-focused approach.
As a valued member of our team, you will have the opportunity to contribute positively to your individual development and that of your fellow co-workers by engaging in best practice sharing, process improvements, and customer-focused solution sharing.
The estimated salary for this position is $70,000-$90,000 per year, depending on location and experience.
