Customer Support Centre Team Leader

1 week ago

Tempe, Australia IKEA Full time

Who you are

We believe your backpack consists of:

- The ability to deliver an exceptional customer experience by building and leading a high-performing, competent team in customer resolutions that engage with customers in all channels.
- Experience and confidence in a role leading people and working within a team.
- Ability to prioritise and organise work and the work of others to make the most efficient use of the time available.
- Previous experience working in a high volume, ever changing & fast paced environment.
- Strong communication skills with the ability to adjust the communication style based on the platform or receiver.
- Good knowledge of change management and understanding of key factors for a successful change initiative.
- Confidence in decision-making and taking responsibility for customer issues.

**Your responsibilities**

Your role will be to work collaboratively within our operations team whilst leading, coaching, and motivating your own team of co
- workers so that they are knowledgeable, competent, and inspired to provide exceptional customer service. You will support IKEA to exceed our customer expectations by securing a fast and easy customer experience through delivery of high performance, efficiency, and quality contacts in the different remote customer meeting points. You are a problem solver, who can handle conflict and give constructive feedback. You will be instrumental in refining and updating working processes and will be proactive in building relationships with stakeholders to secure customer at heart. You will understand the needs of our customers and be confident in supporting their needs before, during and after their shopping journey.

**Together as a team**

As part of the leadership team, you will be required to participate on a rotating roster as duty manager for the Remote Customer Meeting Point (RCMP) and at times make decisions for the customer to secure a resolution. We aren’t your average contact centre; we are a dynamic environment which is constantly evolving which means change is a part of your everyday. The Remote Customer Meeting Point (RCMP) is a high volume, fast paced contact centre environment where communication, teamwork and a "can-do" attitude are key to success. This is an exciting time to join a unit that is growing and developing daily in our journey to become a leading omnichannel retailer.

What you need to know

This opportunity is Permanent Full-Time, 76hrs/Fortnight based in the IKEA RCMP Tempe Hub.

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