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Customer Service Team Leader
2 months ago
We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at Ingka External. As a key member of our Customer Relations department, you will play a critical role in ensuring a positive and joyful experience for all IKEA visitors and customers.
Key Responsibilities- Lead and coach retail floor co-workers to ensure consistent customer experience and efficient operation in Cash lanes, Click & Collect, Home Delivery, Handout, and Car Loading Area.
- Oversee the daily operation of the Smaland area and the daily restocking of shopping tools throughout the store.
- Ensure the greeter is in place at the store entrance to actively guide and answer customers' questions.
- Monitor performance against goals, analyze customer concerns and KPIs for continuous improvement.
- Recruit, onboard, train, lead, and develop Customer Service coworkers/Smaland co-workers.
- Manage individual development plans, resource planning, co-worker relations, performance, and delegate responsibilities.
- 3 years of related experience.
- Knowledge and understanding of Customer Service standards, routines and best practices.
- Intermediate computer skills, knowledge of basic math and formulas.
- CPR and First Aid Certification preferred.
We offer a comprehensive benefits package, including generous paid time off, holiday and sick time, WiselyPay, paid parental leave, KinderCare tuition discount, retirement and bonus plans, co-worker discount, meal deal, and referral bonus, pet insurance program, education assistance and learning programs, safety shoe reimbursement, 24/7 telehealth visits, dental and vision plans, medical and Rx plans, and a fun and inclusive work environment.
