Contact Centre Group Leader
SYH Morocco
Tetouan, Morocco
il y a 15h

Job Description

A day in your life with us :

  • You will be responsible for the engagement and management of customers through effective use of resources to support the IKEA stores.
  • You engage with customers across the different channels, and are proactive and helpful at all times.
  • You must have a good understanding of the IKEA tone of voice, identify with the brand values we wish to deliver, and also participate actively in the community as a guide.
  • You also must build a strong partnership with other departments.
  • Enjoy interacting with people from all walks of life,and are able to communicate effectively.
  • You are a problem-solver, build trustful relationships, and respond to situations quickly and calmly.
  • You know your business processes and how the users and customers perceive their situation, as well as have a high ability to prioritise and make business and customers’ needs known.
  • Support the development of a multichannel shopping experience by fulfilling the emotional needs of customers in order to build brand loyalty.
  • Drive the mindset change and develop the support needed in creating a caring meeting with customers where co-workers are engaged and stimulated.
  • Secure the active promotion of family-friendliness in order to make the IKEA store an exciting and fun destination.
  • Help to develop and promote options in the shopping experience in order to contribute to the IKEA social and environmental commitments.
  • Achieve and follow up on all Customer Experience KPI’s.
  • Share best practices and benchmark operational excellence to enhance the positive experience.
  • Be the customer insight expert and identify gaps between customer expectations and experience so that the complete country organisation can then act upon them.
  • Qualifications

  • Sound understanding of business and a background gained from working in a customer-focused, fast-paced and omnichannel retail environment.
  • Contact Center Experience
  • Call Center Software knowledge
  • Experienced in creating and implementing mid-term plans and following up goals.
  • Proven customer-focused mindset.
  • Self-reliant and motivated with proven ability to work as part of a team as well as independently.
  • Self-confident and assertive with the ability to influence through the use of customer insight.
  • Ability to set clear expectations and directions.
  • Proven record / experience of developing people and organisations.
  • Good analytical and numerical skills.
  • Ability to communicate confidently and clearly in the local language(s) and English.
  • IKEA store experience in a customer-facing role.
  • Experience of working in a customer service management role within retail business.
  • Quick learner who can adapt easily to changing demands.
  • Ability to understand the key principles of the shopping experience and customers’ expectations.
  • Interested in home furnishing.
  • Additional Information

    A few more details for you

    This position is full-time and is located in Tetouan, Morocco. Some travel may be required.

    Please send your CV in English and tell us why you would be a good fit for this role.

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