Customer Support Centre Team Leader

4 days ago

Slacks Creek, Australia IKEA Full time

Who you are

To be successful in the role you will have:

- 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
- Passion for customer support and customer satisfaction
- Previous experience working in a high volume, ever changing & fast paced environment
- Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available
- Strong communication skills with the ability to adjust the communication style based on the platform or receiver
- Confidence in decision-making and taking responsibility for customer issues
- Demonstrated adaptability and ability to enable change.

**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, have the ability to 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 Customer Support Centre and at times make decisions for the customer to secure a resolution. This role does include late nights and working every second weekend. 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 Customer Support Centre 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.

Additional Information

This opportunity is permanent full time 76 hours per/fortnight. The location for this role is the Customer Support Centre Hub at IKEA Logan.

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