Profil Perusahaan

IKEA Indonesia

IKEA adalah perusahaan multinasional yang merancang dan menjual perabotan siap pasang (ready-to-assemble) dan peralatan rumah tangga dari Swedia. Didirikan pada tahun 1943, IKEA telah berkembang menjadi salah satu merek furnitur terbesar di dunia, dikenal dengan desain fungsional, kualitas, dan harga yang terjangkau. IKEA Indonesia berkomitmen untuk menciptakan kehidupan sehari-hari yang lebih baik bagi banyak orang dengan menyediakan produk dan solusi rumah tangga yang inovatif dan berkelanjutan.

Visi & Misi

Visi

Menciptakan kehidupan sehari-hari yang lebih baik bagi banyak orang.

Misi

• Menawarkan rangkaian produk perabotan dan perlengkapan rumah tangga yang luas dengan desain yang bagus dan fungsionalitas yang baik, dengan harga yang sangat rendah sehingga sebanyak mungkin orang akan mampu membelinya.

Lokasi Pekerjaan

Deskripsi Pekerjaan

Persyaratan

• Experience working in Customer Support Centre role as a Generalist (contact center/customer service industry), handling customer contacts from various channels such as Call, Email, Chat and Social media
• Understand and experience of multichannel retailing
• Interest in challenges and dynamic culture with prior leadership experience
• Customer Satisfaction orientation, good conflict handling, influencing and relationship building skills
• Ability to work under high pressure and make operational decisions decisively
• Ability to communicate in both Bahasa Indonesia & English (verbal and written)

Tanggung Jawab

• Contribute to the operational implementation of the unit action plan within the team. Contribute to creation overall CSC strategy & business plan; ensure good engagement amongst coworkers and help implement key initiatives
• Optimize usage of approved financial and people resource utilization through rostering, peak management and offering solutions & compensation to customers
• Create performance daily report and monitoring day-to-day and ensure the team meets performance and productivity goals
• Create tools and workflows within team to ensure smooth realization of processes, agreements and usage of systems. Suggest and contribute to process and system improvements
• Secure competent coworkers through recruitment, knowledge transfer, conducting trainings, coaching coworkers in daily work and empower them
• Lead team through ensuring good motivation, wellbeing and commitment amongst coworkers, and handle daily conflicts between team members of own function or other functions
• Become first escalation point for customer if customer need higher level to convey hard complaints. Ensure coworker understanding and adherence of guidelines, suggest and contribute to improvements
• Secure relationships with key working partners – both internal and external – by ensuring good communication and feedback between stakeholders, representing customer and coworker voice and offers to assist to other team

Fasilitas

• Kami menawarkan:
• Lingkungan kerja yang kolaboratif dan mendukung.
• Kesempatan untuk mengembangkan karir di perusahaan ritel global.
• Pelatihan dan pengembangan profesional.
• Paket kompensasi yang menarik.