WHO YOU ARE

• Strong understanding of IKEA culture, values, and vision of creating a better everyday life for the many people.

• Solid knowledge of omnichannel customer interactions within Sales or Resolutions in a remote environment.

• Passionate about customer service, home furnishing, and improving customers’ life at home.

• Inspiring people leader with the ability to motivate, coach, and develop co-workers to achieve individual and team goals.

• Comfortable working in a dynamic, fast-paced, and result-driven retail environment.

• 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.

• Positive understanding of change management principles and ability to support teams through change initiatives.

• Strong analytical and decision-making skills with the ability to assess risks, improve quality, and drive performance improvements.

• 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 with at least 1 year of leadership or people influencing experience.

• Fluent in English and the local language.

YOUR 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 setting 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

📌 Resolutions Team Leader-Customer Service Centre (Hyderabad)
🏢 Ikea
📍 Hyderabad