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Contact Centre Supervisor

1 week ago

Auckland, Auckland, New Zealand IKEA Full time

Job Summary:

The Customer Service Team Leader (Resolutions) plays a critical role in ensuring that customers receive a fast and easy experience, delivering exceptional customer satisfaction. This involves leading a team of customer service representatives, handling complex customer issues, and refining working processes to improve efficiency and effectiveness.

Main Responsibilities:

  1. Team Leadership: Lead a team of customer service representatives to achieve excellent customer service standards.
  2. Customer Engagement: Engage with customers to understand their needs and preferences, providing solutions to their problems.
  3. Process Improvement: Identify opportunities for process improvement, implementing changes to increase efficiency and effectiveness.
  4. Stakeholder Relationships: Build strong relationships with stakeholders, including colleagues, customers, and external partners.
  5. Knowledge Sharing: Share knowledge and expertise with team members, enhancing their skills and abilities.

Requirements:

  • Experience: At least 3 years' experience as a manager or supervisor in a call centre or equivalent role.
  • Leadership Skills: Proven leadership skills, with experience in motivating and coaching teams.
  • Customer Focus: Strong customer focus, with ability to understand customer needs and preferences.
  • Problem-Solving: Excellent problem-solving skills, with ability to think critically and creatively.

About IKEA:

IKEA is a global retailer known for its modern furniture designs and commitment to sustainability. We operate in over 50 countries, employing over 230,000 colleagues worldwide. Our vision is to create a better everyday life for the many people, which guides our approach to business and our relationship with customers, colleagues, and the environment.