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Remote Resolutions Manager, IKEA Retail, Remote Customer Meeting Point (DOMOLINIA), Warszawa Okęcie

ワルシャワ, マゾフシェ県 - 勤務地を探す リーダーシップ & マネジメント フルタイム

職務記述書



Don't like to leave questions unanswered? Join us at DOMOLINIA and work as part of the newly developed Remote Client Meeting Point. Our team is constantly growing – that's why we are looking for those who like challenges, enjoy working with people, and want to help our clients fulfill their dreams of a beautiful and functional home. There's a place for you here, in DOMOLINIA Customer Service Center!


About you:

• Strong knowledge of Care & Support services area (I.e. claim and complaints handling) and its contribution to business growth.
• Strong knowledge of the drivers of customer satisfaction in connection to the Care area, with focus in omnichannel environments.
• General knowledge of the contact centre industry within globally steered organizations.
• Strong knowledge of change management within a complex business environment.
• Motivated by exceeding customer expectations and growing satisfaction with outstanding service and support
• Passion for leading others and energized by developing and challenging people to reach set individual goals
• Strong interdependent leadership skills with the ability to build trustful relationships
• Strong analytical and high level of data/computer proficiency with experience in creating strategy.
• Strong strategic skills, including ability to direct efforts to set, plan for and achieve long term business objectives through matrix leadership.
• Ability to drive the business area agenda in the management team in an inspirational and clear way
• Motivated by sharing and living the IKEA culture and values


Your responsibilities:

• Be accountable for executing and adapting the global strategy for the area to local prerequisites and driving the area on country level to deliver great experiences for customers and co-workers.
• Be accountable for achieving country business goals for the area and enabling a customer-centric customer culture.
• Work closely with Analytics to continuously identify drivers of contact volumes, efficiency as well as drivers of customer and co-worker needs, translating these insights into prioritized actions.
• Create, anchor and execute detailed plans for all actions within the area, securing structured and methodical follow up that maximizes success chances, including optimal resource distribution.
• Work closely with key stakeholders, securing alignment and using compelling insights to make strong cases that influence them to prioritize and execute the right actions within their areas.
• Lead, coach and develop the team, promoting individual growth and securing a high performing team of passionate experts
• Be responsible for participating and providing input to the unit Management Team, with a continuous focus on driving the best customer and co-worker experience.
• Be responsible for maintaining close cooperation with the global counterparts, providing input and feedback in order to maximize continuous improvement in the area

At IKEA we have for you:

• an employment contract for a 3-month trial period, then extended for an indefinite period after a positive assessment of the superior
• lunch card,
• 15% employee discount on purchases at IKEA,
• Medicover extended medical care package,
• Multisport card,
• points to spend in the cafeteria, e.g. on the cinema, shopping, restaurants, trips,
• free access to a platform that allows you to learn foreign languages,
• card for Christmas shopping, wedding, work anniversary, birth of a child,
• additional IKEA paternity leave days off on the occasion of the birth or adoption of a child,
• an annual discretionary bonus depending on IKEA results,
• private pension plan (PPE),
• life insurance (NNW),
• 0% credit for purchases at IKEA,
• Employee Support Program: access to consultations with specialists as part of personal, legal, financial and health support (24/7 hotline and individual sessions).


Questions and support:

Do you feel this is a job for you?
See the Frequently Asked Questions section, check more details about recruitment and apply to 24.08.2022 at www.ikea.pl/TwojaStronaPracy

At IKEA, we know very well that our work… means more. Not only for our clients, but also for ourselves. Here, we value diversity and create a friendly work environment where everyone has equal opportunities. Join our team to find out about it and create a cool workplace with us. Apply today!