Customer Service Team Lead

hace 2 días

Ciudad de México, Ciudad de México Ikea A tiempo completo

About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Team Lead. 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 Key Responsibilities

  • You will report to the Customer Contact Centre Manager Mexico, Ikano Retail and be responsible for ensuring the satisfaction of all customers who contact us directly through the contact centre in all media.
  • You will take responsibility for gathering specific information from our customers to assist our contact centre or stores to improve their total shopping experience and provide feedback to your manager.
  • You will assist the Customer Contact Centre Manager to manage and lead the co-workers and activities of the Operation Team, including recruitment, coaching, mentoring, training, scheduling, and performance management utilising the IKEA values.
  • You will take action to support established aftersales business objectives and defined goals with the customer needs as a primary focus and sustain a good communication channel with all stores to secure the right information to provide a fantastic experience to all of our customers.
  • You will be expected to initiate development activities to ensure customers meet friendly, helpful, and knowledgeable co-workers.

Requirements

  • You have at least 5-7 years of experience working in a customer-facing, service-oriented, fast-paced, and omnichannel retail environment.
  • You share our belief that customer loyalty is key to business success and are passionate about home furnishings and customer service.
  • You enjoy interacting with people, able to communicate confidently and clearly in English. You also have the desire to improve the experience of our customers. Problem-solving, coaching, mentoring, negotiation, and building trustful relationships come naturally to you.
  • You are self-reliant and motivated, calm, empathetic, and customer-focused. You know your business processes and how the customers perceive their situation; have the ability to prioritise, resolve, and make customers' needs known.
  • As a Customer Contact Centre Team Lead, you are expected to contribute positively to your individual development, as well as your fellow co-workers by engaging in best practice sharing, process improvements, and customer-focused solution sharing.

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