CUSTOMER SUPPORT CENTER MANAGER
IKEA Indonesia
- South Tangerang, IndonesiaSouth Tangerang, Banten, Indonesia, South Tangerang, Banten, IndonesiaSouth TangerangBantenIndonesiaIndonesia
- Full timeFULL_TIME
Expired 5 years ago
2019-07-30T17:00:00+00:00Job closed.
Job Description
- Drive customer-focused culture and secure a consistent, seamless, and positive customer experience in all contact method at all times.
- Challenge the IKEA organisation based on customer support centre experience to improve ways of working in order to identify and develop new business opportunities and commercial potential.
- Accountable for securing the service agreement including the service scope.
- Accountable for securing the quality and service levels for the CSC.
- Lead collaboration across the CSC touchpoints to secure that business decisions and actions are taken based on knowledge gained in the Customer Support Centre to eliminate root causes and drive sales in all channels.
- Lead and develop competent and high performing teams and leaders to support the multichannel transformation and to secure succession planning.
- Actively contribute to the creation of the business plan and be accountable for the Customer Support Centre action plan.
- Decide an overall investment in order to achieve operational excellence and agreed service levels in line with customer expectations and within set financial frames.
- Ensure that the unit works ethically and in compliance with internal regulations and legislation including consumer protection, risk, environment, health and safety.
- Lead the development of a seamless customer experience in the CSC channel utilising the Customer Experience Map on a strategic, tactical and operations level.
Minimum Qualifications
- Knowledge about market research and a strong customer insight/ focus.
- Understanding of contact business centre business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.
- Experienced in creating and implementing long-term strategic plans, action plans, meeting agreed budgets, providing clear directions and following up goals.
- Proven experience of being a valuable contributor to customer satisfaction and business unit results.
- Proven record of successful senior management position in a people-centric organisation, and ability to lead in a changing environment.
- Skilled in leading business through people by demonstrating high leadership capabilities in transforming organisations.
- Ability to take holistic decisions always keeping the customer needs and seamless experience in focus, to drive new growth opportunities.
- Ability to work and perform under high pressure, with flexibility, and simplicity and with the courage to make a clear standpoint.
- Ability to deal with people effectively in an effort to provide all customers with a positive experience
- Ability to evaluate the co-worker’s work and then be able to communicate helpful feedback that will help them to improve their work
- Ability to combine working on a strategic and on a tactical level. Strong organisational skills and the ability to prioritise.
- Good communication skills, in written and spoken English; negotiation skills, as well as the ability to build trust and to influence.
- Willing to work on Saturdays, Sundays, and public holidays in shifting schedule.
Perks and Benefits
Paid Vacation Leave
Paid Sick Leave
Performance Bonus
Medical / Health Insurance
Employee Discounts
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- South Tangerang, Banten, Indonesia
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About IKEA Indonesia
IKEA, the world's largest home furnishing retailer, opened its first store in Indonesia, Alam Sutera (Tangerang) 2014. Our co-workers have been growing up to 194,000 co-workers worldwide. Our culture is based on the spirit of togetherness, enthusiasm, and fun. We are always looking for people who share our positive attitude and values.