The Job

Resolutions Team Leader-Customer Service Centre

Logistics, Sales & Operations · Sales & Business Development · Customer Success · Sales Management

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In short

Lead and inspire a high-performing remote customer service team, focusing on delivering exceptional customer experiences and building strong business competence. Requires a minimum of 3 years of contact centre experience with leadership skills and proficiency in customer communication tools.

Responsibilities

  • Lead and inspire a high-performing remote team to deliver a seamless and exceptional customer experience across all remote channels.
  • Create a motivating and inclusive work environment that strengthens customer focus and trust in the IKEA brand.
  • Coach, support, and follow up on individual development plans to empower co-workers through trust, motivation, and competence development.
  • Build strong business competence within the team while supporting succession planning and improving customer interaction quality.
  • Evaluate adherence to defined ways of working for Generalists and Specialists and identify opportunities for behavioral and process improvements.
  • Create, monitor, and follow up on team action plans to achieve business goals and performance targets.
  • Identify and address work environment improvement opportunities to contribute to a great place to work.
  • Collaborate with Schedule and Intraday teams to ensure optimal staffing levels and customer availability.
  • Support and validate hiring, onboarding, and training processes to ensure co-workers have the right competence and knowledge.
  • Drive collaboration, togetherness, and strong team engagement to achieve common business goals.
  • Lead with IKEA values while contributing to continuous improvement, operational excellence, and long-term business growth.

Requirements

  • Strong understanding of IKEA culture, values, and vision.
  • Solid knowledge of omnichannel customer interactions within Sales or Resolutions in a remote environment.
  • Inspiring people leader with the ability to motivate, coach, and develop co-workers.
  • Skilled in building strong relationships, fostering togetherness, and creating a positive customer-focused culture.
  • Confident in communication, conflict resolution, and problem-solving while leading with IKEA values.
  • Good understanding of change management principles and ability to support teams through change initiatives.
  • Strong analytical and decision-making skills.
  • Strong knowledge of customer communication across channels, IKEA tone of voice, and relevant Ingka systems and tools.
  • Highly proficient in using data, systems, and digital tools to support operational excellence.
  • Formal qualifications in Sales, Customer Service, or equivalent experience.
  • Minimum 3 years of experience in a customer-facing contact centre environment.
  • At least 1 year of leadership or people influencing experience.
  • Fluent in English and the local language.

Desired Qualifications

  • Passion for customer service, home furnishing, and improving customers’ life at home.
#Customer Service#Team Leadership#Remote Work#Retail
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Company

IKEA

Job Posted

2 days ago

Employment Type

Full Time

WorkMode

Remote

Experience Level

Mid-Senior

Locations

Hyderabad, India

Applicants

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