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.
- Good 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 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.

TOGETHER AS A TEAM

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail setting. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions.

We’re a bunch of people who are truly passionate about people!

Studies show that members of underrepresented communities don't apply for jobs unless they're 100% "qualified". If this is part of the reason you hesitate to apply, we like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.

From: "Why Women Don't Apply for Jobs Unless They're 100% Qualified" by Tara Sophia Mohr, August 2014"

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