Customer Care Centre Manager, IKEA

IKEA

Location:
Thailand, Bangna

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

This MANAGERIAL role is a business-minded and customer-focused enthusiast who is responsible for leading and inspiring the Customer Care Centre team to support our vision of “Creating a better everyday life for the many people’. He/She is in-charge of running an efficient, cost-effective contact centre operations in order to create a positive home-to-home shopping experience for all our customers.

Job Responsibility:

ensure our service level agreements are always met and ensure that co-workers are ready and available to help customers via the different communication channels
create and encourage a customer-focused culture throughout the contact centre to ensure IKEA is our customers’ first choice for home furnishings
analyse feedback from customers to identify the root causes of issues, which affect our levels of service
work with your team, stores and other functions to identify ways of improving the customers’ shopping experience in the future, preventing the risk of similar issues occurring
continuously monitor the different channels through which our customers communicate with us and ensure we are always accessible to them by making sure that all self-service options for the customers are maximised in all customer contact channels
provide an inspiring and motivating direction for your team and engage them fully in the tasks of becoming leaders in Life at Home and generating sales growth
actively work to secure the IKEA culture, embracing diversity and ensure our Contact Centre reflects that IKEA is a home furnishing company
set and agree with your manager budgets and service levels for the contact centre
ensure all contact centre initiatives grow our business, support the sustaining of long-term profitability, always considering the impact on customer satisfaction and works ethically and in compliance with internal regulations and legislation including consumer protection, risk, environment, health and safety

Requirements:

advanced level of English proficiency both speaking and writing
high interest in growing business and developing people
enjoy interacting with people and communicating clearly and effectively
high ability to prioritize and balance between business and customers’ needs
strong leadership ability to lead the team and influence stakeholders
self-motivated, assertive and have a strong desire to initiate and drive change
structured and can lead the team to organize effectively with continuous improvement mindset
good understanding of contact center SOP, compliance, and key performance indicators and their impact on business
strong analytical ability to connect big picture with customer’s needs through data and operations to form business requirement for system and process development

Additional Information:

Job Posted:
April 24, 2025

Expiration:
May 09, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Care Centre Manager

IKEA

Location:Thailand, Bangna

Category:Customer Service

Contract Type:Not provided