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Meeting & Understanding Customers

Resolutions Team Leader-Customer Service Centre

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  • Hyderabad, India
  • Customer Relations

Job Description

  • Job ID: 346154

  • Date posted: 10/07/2026

    • Who you are

    • Strong understanding of IKEA culture, values, and vision of creating a better everyday life for the many people.
    • Solid knowledge of omnichannel customer interactions within Sales or Resolutions in a remote environment.
    • Passionate about customer service, home furnishing, and improving customers’ life at home.
    • Inspiring people leader with the ability to motivate, coach, and develop co-workers to achieve individual and team goals.
    • Comfortable working in a dynamic, fast-paced, and result-driven retail environment.
    • Skilled in building strong relationships, fostering togetherness, and creating a positive customer-focused culture.
    • Confident in communication, conflict resolution, and problem-solving while leading with IKEA values.
    • Good understanding of change management principles and ability to support teams through change initiatives.
    • Strong analytical and decision-making skills with the ability to assess risks, improve quality, and drive performance improvements.
    • Strong knowledge of customer communication across channels, IKEA tone of voice, and relevant Ingka systems and tools.
    • Highly proficient in using data, systems, and digital tools to support operational excellence.
    • Formal qualifications in Sales, Customer Service, or equivalent experience.
    • Minimum 3 years of experience in a customer-facing contact centre environment with at least 1 year of leadership or people influencing experience.
    • Fluent in English and the local language.

    Your responsibilities

    • Lead and inspire a high-performing remote team to deliver a seamless and exceptional customer experience across all remote channels.
    • Create a motivating and inclusive work environment that strengthens customer focus and trust in the IKEA brand.
    • Coach, support, and follow up on individual development plans to empower co-workers through trust, motivation, and competence development.
    • Build strong business competence within the team while supporting succession planning and improving customer interaction quality.
    • Evaluate adherence to defined ways of working for Generalists and Specialists and identify opportunities for behavioral and process improvements.
    • Create, monitor, and follow up on team action plans to achieve business goals and performance targets.
    • Identify and address work environment improvement opportunities to contribute to a great place to work.
    • Collaborate with Schedule and Intraday teams to ensure optimal staffing levels and customer availability.
    • Support and validate hiring, onboarding, and training processes to ensure co-workers have the right competence and knowledge.
    • Drive collaboration, togetherness, and strong team engagement to achieve common business goals.
    • Lead with IKEA values while contributing to continuous improvement, operational excellence, and long-term business growth.

    Together as a team

    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!

    Studies show that members of underrepresented communities don't apply for jobs unless they're 100% "qualified". If this is part of the reason you hesitate to apply, we like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.

    From: "Why Women Don't Apply for Jobs Unless They're 100% Qualified" by Tara Sophia Mohr, August 2014"








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