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.

Key Responsibilities
  • Report to the Customer Contact Centre Manager Mexico, Ikano Retail and be responsible for ensuring customer satisfaction across all media channels.
  • Gather specific information from customers to assist our contact centre or stores in improving the total shopping experience and provide feedback to your manager.
  • Assist the Customer Contact Centre Manager in managing and leading the Operation Team, including recruitment, coaching, mentoring, training, scheduling, and performance management.
  • 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.
  • Initiate development activities to ensure customers meet friendly, helpful, and knowledgeable co-workers.
Requirements
  • At least 5-7 years of experience working in a customer-facing, service-oriented, fast-paced, and omnichannel retail environment.
  • Share our belief that customer loyalty is key to business success and are passionate about home furnishings and customer service.
  • Enjoy interacting with people, able to communicate confidently and clearly in English, and have the desire to improve the experience of our customers.
  • Be self-reliant and motivated, calm, empathetic, and customer-focused, with the ability to prioritise, resolve, and make customers' needs known.
  • Contribute positively to individual development and fellow co-workers by engaging in best practice sharing, process improvements, and customer-focused solution sharing.


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