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Customer Support Centre Business Service Manager

Secunderabad, Telangana
Job Code:
  • Retail & Wholesale
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Job Details

To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by valuing and fulfilling customer needs and expectations, thereby stimulating more and more frequent visits. understanding customer motivation and expectations, and playing an active role in turning them into commercial opportunities. ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. This shall happen by working in partnership with all business functions to contribute to commercial growth. PURPOSE OF JOB Contribute to a seamless customer journey by ensuring that all Customer Support Centre tools, systems and processes are fully updated, operational and functional. Seek and co-ordinate business opportunities to constantly improve and develop the business enabling the Customer Support Centre to provide fast and easy customer support in every customer contact. ASSIGNMENTBe a contributor to the creation of the unit action plan and secure within the team that the plan is implemented and lived up to.Ensure a qualitative business and technical support for co-workers with updated tools, systems and processes to enable them to support customers in a fast and easy way.Be the contract speaking partner for all external vendors on national level and ensure that all contracts are in line with the IKEA business direction.Ensure that relevant business and technical contingency plans are implemented and lived up to and followed up regularly.Secure the implementation timeline when rolling out global solutions.Ensure that service level agreements with internal and external stakeholders are defined and lived up to in order to secure the right support when needed.Benchmark with other units and the contact centre industry in general to get best practice and good ideas for developing systems, tools and processes.ESSENTAILS FOR PARTICULAR JOBProven success in management and leadership, including conflict management and negotiation skills. Understanding of the IKEA business and culture. Knowledge of contact centre business. Experience with project management. Experience of working in a customer-focused service industry, preferably retail. Good planning and organisational skills. Ability to communicate confidently and clearly in the local language(s) and English. Ability to adjust the style of communication to get the message across to the receiver and to give open and honest feedback.CAPABILITIESGood communications skills, both in local language(s) and English. Good attention to details by being persistent, structured and accurate. Ability to prioritise and take decisions as well as follow up and communicate progress. Good negotiation and influencing skills.JOB SPECIFIC KNOWLEDGEKnowledge of IKEA Brand, culture and value. Knowledge about relevant Customer Support Centre tools, systems and processes. Deep knowledge of contact centre business. Knowledge in change management. Leadership experience with solid results. Technical knowledge and interest. Competence about knowledge management. Knowledge of the IKEA system landscape and IKEA IT infrastructure. Knowledge of how systems and processes work and impact on each other. Personal values reflect IKEA values. Motivated by continuous improvement of systems and processes. Driven by achieving success and results through people. Result- and solution-driven. Passion for customer support and satisfaction.Co-operate with global solutions owners in order to achieve long-term improvements for tools and systems.Ensure the business competence by supporting the team in their efforts to improve according to agreed development plans.Identify and develop the many talents within the team to secure succession planning.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-6


Administration | Event Planning | Facilities management | Office Management & Coordination
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