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接客

Customer Support 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: 11/07/2025

    • Our team within IKEA

    Want to make something extraordinary? Come make it at IKEA. We’re opening our first store in Aotearoa. This is your chance to become part of the IKEA whānau and be part of something historic from day one. Together with all our co- workers, we’re on a mission to create a better every day for the many people. Now, we’re preparing to bring that mission to the many Kiwis!

    Because we know that great ideas can come from anywhere, everyone has the potential to make a real impact at IKEA. Whether you're a creative thinker, a problem solver, or someone who loves helping others, there’s room for you to grow here. After all, some of our best leaders started their journey on the shop floor. Now it's your turn to help assemble our story in Aotearoa.

    Working at IKEA has its benefits and rewards:

    • 5 weeks of Paid Annual Leave, Parental Leave Pay, and more!
    • 24/7 access to our Employee Assistance Program for health and wellbeing support
    • 15% discount for co-workers
    • Provided Co-worker uniforms

    But that’s enough about us. Over to you now.

    Who you are

    You’re an experienced and passionate leader who thrives in fast-paced, evolving environments. You bring a strong background in leading teams through transformation and are energised by the opportunity to shape the future of New Zealand. In your toolkit, you bring:
    • Minimum of 5-years’ experience in customer service leadership, with a proven track record of managing high-performing resolutions or service teams, ideally across both online and offline channels.
    • Proven ability to lead and motivate a team, with a track record of coaching for performance and growth.
    • Strong problem-solving skills with experience managing escalations and complex customer enquiries.
    • Advanced communication skills, written and verbal, with a high level of emotional intelligence.
    • Experience working with customer platforms and using data to track and report on team performance.
    • Organised, solutions-focused and able to thrive under pressure during launches, peaks and promotional periods.
    • A commitment to creating an inclusive, engaging workplace where everyone feels they belong.
    • Alignment with IKEA’s values and a passion for leading through people.

    About this work area

    As a Customer Support Team Leader (Resolutions) your responsibilities will include, but are not limited to:
    • Oversee the day-to-day operations of the Resolutions team, ensuring a seamless and exceptional customer experience across all service channels including live chat, email, social media, phone, via our cloud-based contact platform, Dialog.
    • Lead, coach, and support your team through regular performance check-ins, fostering a strong team culture, building capability, and driving accountability, engagement, and results.
    • Support change initiatives and system integration projects, ensuring a smooth transition and keeping your team informed and engaged throughout.
    • Supporting IKEA to exceed customer expectations in New Zealand by delivering high-quality, efficient, and customer-centric service across all remote contact points.
    • Collaborate with cross-functional teams to share customer insights, support service strategies, and ensure a consistent and seamless customer journey.
    • Ensure your team maintains up-to-date product knowledge and consistently applies IKEA’s tone of voice and communication standards.
    • Support continuous improvement by identifying gaps in processes, communication, or systems, and leading initiatives that enhance the overall service experience.

    What you need to know

    • This role is permanent, full-time.
    • The internal job title for this role is Remote Team Leader
    • This role is hybrid, with time split between working from home (WFH) and IKEA's External Warehouse based in Māngere.
    • This role requires a private, quiet workspace and a reliable internet connection for WFH purposes.
    • Your team will work in a hybrid model, and you’ll support them across both settings.
    • As we operate 7 days a week, you’ll need to be available for a rotating roster, including day, evening, and alternating weekend shifts.
    • 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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