Customer Experience Team Leader Job at IKEA (Merriam)

Customer Experience Team Leader

Why we will love you You have a passion for delighting customers. You understan...

Location

United States , Stoughton

Salary:

27.51 - 38.00 USD / Hour

IKEA

Expiration Date

Until further notice

Requirements

3 years of experience leading a team, preferably in a retail environment
Experience in retail, preferably in the home furnishing sector
Experience planning, driving output and measuring performance (business)
Experience leading and developing a team, preferably in a retail environment
Knowledge and understanding of Customer Service standards, routines and best practices
Experience with problem solving and conflict handling techniques

Job Responsibility

Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area
Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome
Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements
Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience
Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions
Hires, onboards and trains Customer Care and Carts co-workers
Directs the overall selection, onboarding, development of co-workers
Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities
Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems), keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services
Identifies successor and creates as well as secures necessary training

What we offer

Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits

Fulltime

Customer Experience Team Leader

As a Customer Experience Team Leader, you will play a key role in creating a sea...

Location

Australia , Tempe

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

Proven experience in a leadership role within retail, a customer-facing environment, or a similar setting
Demonstrated experience leading a team (minimum 3 years) and delivering exceptional customer service
A customer-focused mindset, with the ability to balance operational performance and high-quality service outcomes
Highly developed communication, collaboration and organisational skills
A strong passion for understanding the customer journey and how you and your team contribute to a positive shopping experience
A leadership style that reflects the IKEA values, always leading by example
High energy and resilience - you enjoy the buzz of a dynamic retail environment
A proactive mindset, constantly seeking ways to simplify processes and reduce unnecessary costs

Job Responsibility

Leading daily operations and responding to customer and co-worker needs to secure an efficient and seamless customer journey
Supporting complex customer interactions, including escalations, with professionalism, empathy and effective problem-solving
Ensuring co-workers are actively supported in their daily work, and developing, coaching and mentoring your team through performance reviews and on-the-job conversations
Supporting your manager with recruitment, training, retention, performance management, succession planning and competence development
Leading by example with exceptional customer service, integrity, compassion and efficiency as an ambassador of IKEA values
Taking ownership of Customer function action plan topics, proactively driving initiatives to achieve agreed goals
Supervising and supporting your team to ensure all processes are accurate, compliant and aligned with regulatory requirements
Collaborating with internal stakeholders to ensure smooth operations, streamline processes and continuously improve service delivery
Empowering your team by building knowledge, confidence, trust and motivation so they can support customers in the best possible way

What we offer

5 weeks’ Paid Annual Leave
Paid Parental Leave
Family & Community Leave
24/7 access to our Employee Assistance Program for health and wellbeing support
15% Co-worker discount
Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
Co-worker uniform provided
Free Co-worker parking
Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
Bonus programme (where eligible)

Fulltime

Customer Experience Team Leader

At IKEA it’s all about our customers, and in Customer Relations we build and ret...

Location

United States , Conshohocken

Salary:

24.08 - 34.01 USD / Hour

IKEA

Expiration Date

Until further notice

Requirements

3 Years of experience leading a team, preferably in a retail environment
Experience in retail, preferably in the home furnishing sector
Experience planning, driving output and measuring performance (business)
Experience leading and developing a team, preferably in a retail environment
Knowledge and understanding of Customer Service standards, routines and best practices
Experience with problem solving and conflict handling techniques

Job Responsibility

Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area
Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome
Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI’s and root cause analysis to make future improvements
Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience
Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions
Hires, onboards and trains Customer Care and Carts co-workers
Directs the overall selection, onboarding, development of co-workers
Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities
Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems)
keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services

What we offer

Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits

Fulltime

New

Customer Team Leader

At IKEA, our vision is to create a better everyday life for the many people. We ...

Location

Australia , Richmond

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

Highly developed communication and organisational skills
Passionate about understanding the customer journey, and how you & your team support in creating a positive shopping experience for our customers
Driven to thrive in a multi-faceted, fast paced environment where you are relentless about delivering the best outcomes for co-worker, customer, and business
You have an energetic leadership style
you thrive on the buzz you get from fast paced retail environment
Continuously proactive in seeking ways to simplify processes and reduce unnecessary negative costs to the business

Job Responsibility

Lead the daily operations and support co-workers in their daily work to secure a positive & seamless customer journey
Empower co-workers through knowledge, confidence, trust, and motivation so they are always ready to support visitors in the best way possible
Ensuring co-workers are actively supported in their daily work and you actively develop, coach and mentor your team through set reviews and on the job conversations
Support your manager in managing the recruitment, retention, performance management, succession planning and competence development of the team
Listening to our customers, supporting them with an attitude based on IKEA’s values and always aiming to be an ambassador for the store
Follow up on the department Customer action plan and taking a proactive approach to ensure we are continually focused on achieving the goals
Supervising and actively supporting your team to ensure daily operations are secured to ensure a positive customer journey compliant and operating within all regulatory guidelines

What we offer

5 weeks’ Paid Annual Leave
Paid Parental Leave
Family & Community Leave
24/7 access to our Employee Assistance Program for health and wellbeing support
15% Co-worker discount
Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
Co-worker uniform provided
Free Co-worker parking
Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
Bonus programme (where eligible)

Fulltime

Customer Experience Leader - Asia

With more than 45,000 employees and partners worldwide, the Customer Experience ...

Location

India , Bangalore

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

15+ years of experience in roles such as: Technical Account Management / Customer Success
Service Delivery / Consulting / Support Leadership
Strong track record of leading: Complex, high-stakes customer engagements
Customer success or delivery organizations at scale
Digital transformation or large technology implementations
Experience in platform, cloud, or enterprise technology environments (hyperscalers, ISVs, consulting, digital-native orgs)
Executive presence with ability to engage CIO/CTO/CXO stakeholders
Exposure to AI / modern technology ecosystems and their customer impact preferred
Strong focus on end-to-end accountability for customer outcomes
Ability to lead in high-pressure situations with clarity and composure

Job Responsibility

Lead an organization with deep product knowledge that resolves customer technical issues
Own the customer relationship from a support standpoint and enable your teams to deliver a great customer experience and drive Microsoft Product Improvement
Create a customer-aligned support model ensuring key customers' specific supports needs are understood and met across the area of responsibility
Help drive the development of the organization's overall strategy and ensures strategy landing within own organization
Lead critical customer situations and ensuring strong outcomes
Drive proactive service and customer success models
Manage executive-level customer engagement
Actively drive diversity and inclusion (D&I) and foster global culture and mindset within the organization
Ensure that learning asks are reasonable and relevant as well as aligned with strategic goals of the business before setting clear readiness and learning objectives for the organization
Ensure that employee communities are built, strengthened, and supported for globally inclusive connections

Fulltime

Team Leader Customer Service with Dutch

At Circle K Business Centre in Warsaw, we are part of #OneTeam working across th...

Location

Poland , Warszawa

Salary:

Not provided

Circle K

Expiration Date

Until further notice

Requirements

University degree (Bachelor level) – preferable
Experience in customer service
Good IT skills MS Office, SAP etc.
Very good Dutch language skills
Good English language skills

Job Responsibility

Managing a Customer Service team (7–8 people) - organizing work, setting priorities
Providing day-to-day support for the team – developing team members’ skills, motivating them, giving feedback, and fostering a positive working atmosphere
Implementing improvements in team members’ work and actively engaging in problem-solving
Work with databases and IT-systems. Information data input and maintenance. Registration of contact information, complaints, problem situations etc. in databases if required
Describe and communicate daily processes. Support manager on daily tasks in scheduling for each day based on traffic expectancies
match staffing to meet service levels and arrange and run team and cross-team meetings, keep dashboards updated and track of unplanned deviances
Assist to cooperate with partners and attend at quality controlling and measuring activities, call calibration
Participate in different client service projects according to current priorities of unit
Assist manager in training and coaching of new and existing employees
ensure continuous knowledge transfer within a team (floorwalking)

What we offer

Contract of employment
Annual bonus
Private medical care
Cafeteria Platform/Multisport
Language lessons subsidized by the company
Group insurance
Attractive discounts for products and services at our stations
Employee stock purchase plan
Employee Assistance Program (Lyra)
Modern and convenient office

Fulltime

Team Leader - Customer Service

Reporting to the Junior Operations Manager, the Team Leader will be responsible ...

Location

South Africa , Cape Town

Salary:

Not provided

Collinson

Expiration Date

Until further notice

Requirements

Managerial Diploma or Degree (advantageous)
Strong knowledge of customer service and contact centre operations
Proven people management and coaching experience
Advanced computer literacy and strong data analysis skills
Excellent verbal and written communication skills
Strong problem-solving and conflict resolution abilities
Process-driven with strong attention to detail
Highly motivated, adaptable, and able to manage priorities under pressure
Ability to build strong working relationships across teams and departments
Ability to manage multiple priorities in a fast-paced environment

Job Responsibility

Actively manage and support agents through regular feedback, coaching, and performance management
Oversee day-to-day operational performance of the assigned team
Ensure all KPIs, quality standards, and client SLAs are achieved
Manage adherence, attendance, and scheduling within the team
Handle escalations, customer complaints, and operational interruptions
Conduct 1:1 performance and development sessions (PEPs)
Work closely with Performance Coaches to support agent development
Compile, analyse, and report on operational data and performance metrics
Maintain consistent communication within the team and across departments
Lead by example and uphold Collinson Group South Africa’s standards of professionalism, integrity, and conduct

New

Customer Service Team Leader

This is where your work makes a difference. At Baxter, we believe every person—r...

Location

Australia , Old Toongabbie

Salary:

Not provided

Baxter

Expiration Date

Until further notice

Requirements

Relevant tertiary qualification or equivalent proven experience
3-5 years of experience in customer service, ideally within healthcare/pharmaceuticals or medical devices
Proven leadership and team management skills
Strong ability to build trusted relationships with customers and stakeholders
Proficiency with CRM and ERP systems (e.g., JDE, SAP)
Prior working knowledge of pharmaceuticals or medical devices is highly desirable
Experience in service center platforms and metrics (e.g., Genesys, Five9, RingCentral, Avaya, etc.)
Experience in Project management and Lean processing methodology
Strong attention to detail and adaptability to new systems and processes
Ability to thrive in a fast-paced environment and prioritise competing demands

Job Responsibility

Manage daily operations and lead a team of customer service representatives to reach service quality and customer happiness objectives
Conduct regular performance reviews, provide mentoring and feedback, and foster a culture of accountability and continuous improvement
Handle and resolve advanced or complex customer complaints promptly and professionally
Assess workload and adjust prioritisation to meet service level targets
Identify and implement initiatives to improve efficiency, service quality, and customer experience
Monitor key performance indicators (e.g., schedule adherence, service levels) and provide regular reports and insights to management
Assist in developing and managing departmental budgets, ensuring accurate tracking of expenses
Partner with cross-functional teams to align customer service strategies with broader business objectives

Fulltime

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