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职位描述 |
Job Profile
Mission
The customer service manager has the responsibility to actively create the conditions for a successful shopping experience. Through securing the highest possible level of customer service in the areas of responsibility.
The customer service manager reports to the sales support/assistant store manager and has a matrix relationship with The customer service manager has human resource responsibility for his/her people and to supervise, develop and inspire his/her team.
The responsible areas are:
*Customer Service including
-Return & Exchange
-Handout
-Home Delivery
-Call center
-Småland
-"Front Services"ie entrance info counter and shopping tools in the store
*Check Out Service including
-Cash Office
-Check out line
Main responsibilities
Selling volume
•To provide clear customer communication around and throughout the store to support an ejoyable shopping experience for the visitor.
•To secure the IKEA return and exchange policy and queuing policy
•To take active responsibility that the co-workers within the area have a customer friendly attitude.
Customer satisfaction
•To strengthen IKEAs position as the best home furnishing store on the local market by ensuring a positive customer experience through delivering efficient and effective internal and external services.
•To take the responsibility to provide the facility for visitors/customers to reach the store by telephone.
Profitability
•To provide good service to our visitors and customers for the lowest possible costs
•To control the cost and follow up KPI in the area of responsibility
General
•Have a high knowledge about IKEA Manuals and Rules & Guidelines
Management and leadership
•Attract, develop and inspire your people. Securing that each individual is motivated in terms of:
-satisfying their own needs
-contributing to the performance of the area
-contributing to a climate of trust in your area
•To coach and build up IKEA competence through providing direction, creating motivation and building trust.
•Support specific purpose and ambitions of the management group.
•Secure the goals and priorities set for the China retail organization.
Knowledge
•Previous experience from a service organization
•Previous experience of managing people in a service organization
Skill
•An understanding of the IKEA Retail Concept and the ability to communicate this in the own organization and on the local market.
Ability
•Excellent communicator
•Extravert
•Like customers
•Task orientated
•Detailed orientated
•See the"big picture"
•Cooperative
Behavior
•Enjoy being with and working with people
•Open to change
•Flexible
•Enthusiastic
•Self starter
•Team player
Job Family:Sales Support
Organizational Unit:Store
Business relationship:Direct Report-Sales support/assistant store manager
Matrix-Marketing manager
应聘要求：
1、工作经验
•至少3-5年大卖场零售顾客服务经验或其他行业顾客服务经验
•具备与第三方服务商洽谈合同，日常沟通和管理经验
•至少人数达到10-20人的团队管理和领导经验
2、工作技能
•熟悉电脑操作及日常数据统计和分析
•有较好的顾客投诉处理经验和技能
•良好的英文口语表达能力和书写技能，须达到熟练运用及流利表达
3、工作能力
•良好的沟通能力
•服务意识强
•注重细节，同时有全局观
•工作有条理
4、行为表现
•性格开朗，诚实，易于相处
•谦虚，充满活力，工作刻苦
•具有灵活性，愿意接受不同的挑战
•团队合作意识强
•以身作则，能起到良好的榜样作用
•注重外表的专业性，起到良好的带头作用
•关心他人，喜欢从事与人打交道的工作
•工作态度积极，能承受压力
•良好的管理能力，乐于培养和发展员工 |
