Customer Support Centre Service & Sales Support Specialist
Ingka Services AB / Kundservicejobb / Malmö
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hela Sverige WHO YOU ARE
As a person you are passionate about customer support and customer satisfaction. You are result- and solution driven and motivated by achieving success and results through people. Your personal values reflect the IKEA values. Furthermore, you enjoy working in a fast paced environment in constant development to improve people and processes.
We believe that you have at least three years of experience as a manager/leader within IKEA and similar experience connected to the selling in a multi-channel environment. Moreover, you have experience from Customer Support Centre business, preferably IKEA and experience in change management including strong communication skills. You have a sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment. You have proven experience of being a valuable contributor to customer satisfaction and business unit results. As a person, you are self-reliant and motivated with a proven ability to work as part of a team as well as independently. You are self-confident with the ability to influence by using customer insights. Your organisational skills are strong, just like your English language skills and your ability to prioritise, manage and develop complex processes.
You have knowledge in the following areas:
• IKEA Concept, IKEA Brand, IKEA Culture and Values
• in-depth knowledge of IKEA Customer Support Centre business
• in-depth knowledge of IKEA sales processes and sales steering within IKEA
• how to sell in a contact centre environment
• understanding of change management tools and processes
• Good understanding of all aspects of the IKEA multichannel shopping experience
This role requires a combination of strategic and tactical work. To be successful in the role, you need the ability to influence, negotiate and build relationships with stakeholders. You also need to adapt your approach depending on audience as well as making things happen with flexibility, speed and simplicity.
YOUR RESPONSIBILITIES
Through close collaboration with Customer Support Centres and other functions, the purpose of this job is to continuously develop and improve the Customer Support Centre Service and Sales support area to enable fast and easy support to make sure the customer find a good solution on their home furnishing need.
You will:
• work closely with the markets, supporting them in identifying and evaluating opportunity areas within Service and sales support area to secure continuous improvements
• continuously improve the non-face-to-face Service and sales support experience for customers and co-workers by identifying improvement potentials and translating them into actions both on global and market level
• continuously analyse the quality of the Service and sales support experience provided by the markets, securing that they implement and follow the global standards.
• be an active member of the Customer Support Centre Reviews taking ownership of the Service and sales support section of the Review
• collaborate with global stakeholders in order to utilize the potential for CSC Service and sales support experience across touchpoints, securing that this area of the business is correctly understood, represented and prioritized
• secure that the Service and sales support processes are continuously developed and always up to date, complete and easy to understand
• secure that the markets receive all necessary knowledge connected to the Service and sales support area by communicating with the relevant global stakeholders in a timely way
• continuously follow up on the CSC Service and sales support KPIs and goals, supporting the market to take necessary actions when goals are not met.
• actively follow and be up to date about consumer trends and behaviours related to the non-face-to-face Service and sales support area, making sure that this knowledge is spread within the Customer Support Centre organisation
In this role you will report to the Global Customer Support Centre Operations Manager.
ABOUT THIS WORK AREA
Our mission at Market Support is to enable extraordinary growth by supporting the markets in a new era of meeting the customer. We will empower the markets to realize a simple, unique, and seamless meeting.
We will provide our markets with economy of scale and exceptional quality in common solutions for all. We will organize for efficiency and effectiveness.
Publiceringsdatum2019-11-29Så ansöker duSista dag att ansöka är 2019-12-09
AdressIngka Services AB
Älmhultsgatan 2
21586 Malmö
Arbetsgivarens referens Arbetsgivarens referens för detta jobb är "CUST SUPP & SALES SUPP SPEC".
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Ingka Services AB (org.nr 556608-1351)
Älmhultsgatan 2 (
visa karta)
215 86 MALMÖ
Ansökan E-post:
pernilla.cederlund@ikea.com Arbetsplats Ikea Retail Services AB
Jobbnummer 4979718
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