Customer Support Centre Specialist - Market Support
Ingka Services AB / Organisationsutvecklarjobb / Malmö
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Every year our CSCs handle more than 24 million contacts and are therefore a very import meeting point for our customer. Our co-workers that handle these contacts are passionate IKEA ambassadors, helping our customers with fast and easy resolutions and home furnishing passion.
In order to develop our co-workers and, with that, continuously improve our service we are now looking for a CSC Specialist who will mainly focus on supporting the Performance Coaching and Quality Management across our CSCs, but will also support other areas within the Global CSC organization.
This is the right position for you who is result and solution driven, with a great passion for customer support and customer satisfaction. You get inspired by working in a fast-paced complex environment in constant development to improve people and processes and you have a willingness to transform Ingka to be the world's leading multichannel home furnishing retailer. Leading & acting the IKEA culture and values comes naturally to you.
We believe that you who apply have at least three years of experience from Customer Support Centre or Customer Experience business, preferably from Ingka. You have at least two years of experience as a manager or matrix leader and have a clear understanding of Performance Coaching and Quality Management. You also have experience in change management including strong communication skills.
In addition to this you have a sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment with 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 're self-confident with the ability to influence through the use of customer insights. You would bring strong organisational skills and the ability to prioritise, manage and develop complex processes. Excellent language skills in written and spoken English is a requirement.
You have knowledge in following areas:
• IKEA Concept, Brand, culture and values
• broad and deep knowledge of IKEA Customer Support Centres
• deep knowledge of the IKEA customer journey
• understanding and experience in stakeholder and change management techniques
• good understanding of all aspects of the IKEA multichannel shopping experience
YOUR RESPONSIBILITIES
Through close collaboration with Customer Support Centres and other functions, you are responsible for improving Performance Coaching & Quality Management in our CSCs.
You will:
• act as a subject matter expert on Performance Coaching and Quality Management and other CSC topics when needed.
• ensure that the CSC Framework blocks for Performance Coaching and Quality Management are continuously developed, up-to-date and easy to understand.
• work as a matrix leader for the markets to improve the processes, routines and achievements of goals for the areas involved.
• be an active member of the CSC Reviews in the markets.
• secure the feedback loop between Quality Management and development of the CSC co-workers, in close cooperation with People & Culture.
• collect and and prioritize business needs connected to Quality Management and keep up with external trends in the field.
In this role you will report to the CSC Knowledge & Insights Manager. This position is a permanent position and is located in Malmö.
At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We're a bunch of people who are truly passionate about people!
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 "CENTRE SPEC. MARKET SUPPORT".
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 4979827
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