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接客

Contact Centre Team Leader - Resolutions

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  • Auckland, Auckland, New Zealand
  • カスタマーリレーションズ
  • フルタイム

職務記述書

  • 求人ID: 282313

  • 掲載日: 24/05/2025

    • Why we will love you

    You are a passionate leader who thrives on coaching and mentoring others to help them grow. You excel at setting clear expectations and defining challenging yet achievable goals, while also encouraging innovative thinking and inspiring curiosity in your team. You have the proven ability to deliver exceptional customer experience by building and leading a high-performing, competent customer resolutions team that engages with customers from online and store. Previous leadership experience, leading people and working within a team in a hybrid working environment. You have strong time management skills ensuring that you can prioritise and delegate work for yourself and your team, ensuring organisational excellence. A problem-solving mindset, with an attitude where no task is too difficult to overcome. People would describe you as having strong communications skills with the ability to adjust your communication style based on the platform or receiver. You have good knowledge of change management and understanding of key factors for a successful change initiative. You thrive making decisions, taking responsibility for customer satisfaction and solving issues. You are confident with digital tools and recognise the opportunities that digital advancements bring to the retail environment and customer satisfaction. You are committed to creating an engaging and inclusive workplace where everyone can bring their whole selves to work. You embody IKEA’s values and lead the business through our people.

    About this work area

    As an IKEA Contact Centre Team Leader (Resolutions) your responsibilities will include, but are not limited to:
    • Working collaboratively within our operations team whilst leading, coaching, and motivating your own team of co- workers.
    • Ensuring your team are knowledgeable, competent, and inspired to provide exceptional customer service.
    • Supporting IKEA to exceed our New Zealand customer expectations by securing a fast and easy customer experience. You will facilitate this through delivery of high performing, efficient, and quality contacts in the different remote customer meeting points.
    • Handling conflict and providing constructive feedback. You will be instrumental in refining and updating working processes and will be proactive in building relationships with stakeholders to secure customer centricity.
    • Understanding the needs of our customers and have the confidence to support all their needs throughout their shopping journey at IKEA.
    • Demonstrate high leadership capabilities by leading the business through people and making things happen with flexibility, speed, and simplicity.
    • Be a thoughtful decision-maker, focusing on performance and delivery while continuously learning and developing.

    To be considered for the IKEA Contact Centre Team Leader (Resolutions) role, experience in the following is essential:
    • At least 3 years’ experience as a manager or supervisor in a call centre or equivalent role.
    • 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 customers and business.
    • You have an energetic leadership style; you thrive on the buzz you get from fast paced environment.

    What you need to know

    • This role is permanent full time.
    • The work location for this role will be IKEA's External Warehouse based in Māngere.
    • As the unit operates 7 days per week, you must have the availability to work a rotating roster with a mix of day and evening shifts. You also have the availability to work alternating weekend shifts. The units' operational hours are from 8am-9pm.
    • Internal role title is Remote Team Leader
    • After initial review If you are successful to the next step, you will be notified via email and be invited to complete a video Interview.
    • IKEA is a non-smoking workplace.


    We need people like you

    This is more than just a job. At IKEA, we want to build careers that let you look back and know you’ve made it. That’s why we foster a work environment where you feel comfortable bringing your whole self to mahi and make the most of your talents. When you work at IKEA, you're joining a place where your ideas matter, your growth is supported, and your wellbeing comes first. Because that's what “making it” is all about.

    We believe everything we do comes with the responsibility to create a positive impact on people, society, and the planet. So if you’re passionate about making the world a better place, making a whare an inspiring space, or simply making someone’s day, apply now and make it at IKEA.




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