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Retail Customer Service / Guest Services Leader

Company: IKEA
Location: Miami
Posted on: November 25, 2022

Job Description:

*The Customer Operations & Payments Leader has direct oversight over the Frontline team including all cashiers, and Smaland Coworkers.*

*ABOUT THE JOB*

The Retail Management Store Customer Experience job function ensures an enjoyable, convenient and successful shopping and buying experience that leads to increased sales and sustained long-term profitability, as well as establish and retain a life-long relationship with existing and new customers. Optimizes the IKEA shopping experience to secure satisfied customers and increase sales. This job is also accountable for motivating, leading, and inspiring others to enhance customer satisfaction by managing payment, returns, home delivery, product handover, car loading, complaints and claims efficiently and with empathy.

*KEY RESPONSIBILITIES: *

Motivating, leading and inspiring others to enhance customer satisfaction by efficiently managing cash lanes, home delivery, product handover, Click and Collect, and loading.

* Monitoring performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements.
* Assists in the development of solutions for customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision.
* Building and maintaining a Customer Operations team and ensuring they have the tools to succeed and progress in their IKEA careers.
* Monitoring wait times and processes; and develops actions to improve customer experiences.
* Secures accurate money handling (voids, price overrides, etc.) and oversees money handling security routines.
* Building emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others modeling behaviors
* Ensuring customer service co-workers have the knowledge and empowerment to make decisions to enhance the customer's experience.

*IDEAL CANDIDATE PROFILE: Your knowledge, skills and experience include: *

* At least 5 years of leadership or management experience in a retail environment
* Passion for home furnishings.
* Ability to prioritize and organize my work and the work of others in order to make the most efficient use of time available.
* Ability to inspire and cultivate a coworker centric environment of engagement and empowerment

_Candidate must be able to work retail hours based on the business needs of the location including working week nights and weekends._

Job Type: Full-time

Pay: $50,000.00 - $64,000.00 per year

Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Employee discount
* Flexible schedule
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 10 hour shift
* 8 hour shift
* Day shift
* Evening shift
* Monday to Friday
* Weekend availability
Shift:
* 8 hour shift
* Day shift
* Evening shift
Weekly day range:
* Monday to Friday
* Rotating weekends
* Weekend availability

Experience:
* Retail management: 5 years (Required)
* Customer Service Management: 5 years (Required)

Work Location: One location%58047475%

Keywords: IKEA, Miami , Retail Customer Service / Guest Services Leader, Hospitality & Tourism , Miami, Florida

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