Customer Service Team Leader

hace 3 semanas


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 Customer Contact Centre team as a Team Leader. As a Team Leader, you will play a crucial role in ensuring the satisfaction of all customers who contact us directly through the contact centre in all media.

  • You will report to the Customer Contact Centre Manager and be responsible for managing and leading the co-workers and activities of the Operation Team, including recruitment, coaching, mentoring, training, scheduling, and performance management.
  • You will work closely with the Customer Contact Centre Manager to support established aftersales business objectives and defined goals, with a primary focus on customer needs.
  • You will be responsible for gathering specific information from customers to assist our contact centre or stores in improving the total shopping experience and providing feedback to your manager.
  • You will take ownership of 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.
  • Passionate about home furnishings and customer service.
  • Excellent communication and problem-solving skills, with the ability to prioritize, resolve, and make customer needs known.
  • Self-reliant, motivated, calm, empathetic, and customer-focused.

About Us

We are IKEA, a global leader in the home furnishings industry. We are committed to creating a better everyday life for the many people. If you share our passion for customer service and are looking for a challenging role in a dynamic environment, we encourage you to apply.



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