Contact Center Team Leader

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at affordable prices . We are part of IKEA Al-Homaizi Limited, operating in three countries - Kuwait, Jordan, and Morocco.

We are an equal opportunities employer. We hire and treat our co-workers in a manner that does not discriminate with regards to gender, race, colour, religion, age, disability, sexual orientation, marital status, nationality, political opinion, union affiliation, social or ethnic origin.

Our keywords are Home, People, Happiness, Development, Leadership, Inclusion & Diversity, All with Passion!

Join us to bridge your dreams and unique ideas within an organization that believes in People !

Optimize the IKEA shopping experience in shop and store to secure satisfied customers and increase sales. Maximize sales in area of responsibility using knowledge of particular product range, top- sellers, 3 Aces and 1 King and the local market and customers. Use IKEA tools and the experience and expertise of colleagues.  Support the efficient working of the IKEA mechanical sales system to ensure the continued success of the IKEA Concept.

Key assignments :

• Actively approach customers who you see require additional help.
• Identify their needs by asking the right questions and advise them on the best solutions for their homes in order to exceed their expectations.
• Understand how to use the different IKEA sales and communication channels and know-how for the different customers you meet.
• Keep your area of responsibility clean, tidy, priced and fully stocked, and ensure that the IKEA basic merchandising standards are in place at all times to give customers a positive shopping experience.
• Convey passion about IKEA products and actively learn about their features and benefits and share this knowledge with customers and colleagues.
• Understand the store and department action plans. Take responsibility for department goals and know how you contribute.
• Actively offer all the services available in the IKEA store to help customers make informed choices, which results in a better shopping experience for them.
• Lead and/or support the implementation of planned commercial activities involving your department throughout the store.
• Ensure you maximize sales whilst maintaining profitability by knowing and actively steering towards the top- selling and prioritized products (e.g. overstock/ over tag).
• Demonstrate the ability to analyze and adjust sales space capacities based on system parameters (sales location management) to secure high stock availability.
• Familiar with the IKEA social and environmental commitments and know how you can contribute to sustainability.
• Any security breaches must be notified concerned authority and manager.
• Be aware of all security related emergency response and follow the policy and procedures.

• Strong identification with the IKEA culture and values
• Retail and home furnishing experience.
• Experience of actively selling through understanding customers and their needs.
• Understanding Store operations, the IKEA way, Range presentation the IKEA way and In-store logistics the IKEA way.
• Excellent communication skills.
• Confident in approaching and talking to people in a polite and friendly manner.
• Numeracy and computer literacy.
• Ability to communicate confidently and clearly the local language(s) and English.

* Local employment regulations applies