上海招聘

Main Responsibilities and Duties

Secure a good after-sales service in align with IKEA China service policies & balance the needs of customers with company benefits

To support sales by securing a waiting time of exchange & return in align with global standard: 9+1 with the excellent co-worker schedules

To provide a proper spare part service to reduce the loss regarding product defect

To secure an efficient & prompt invoice printing service

Analyze and response to customer claims and proposals, develop action plans and follow up with target time

To secure a solid cooperation with CN Contact Center to enhance customer satisfaction

Department management

Responsible for developing the annual business plan with the store management team in regards to own department and areas of responsibility

Operate the department according to systems, methods and guidelines stated in IKEA Concept Documentation by having a high knowledge about IKEA Manuals and Rules & Guidelines

People Development

Coach and build up IKEA competence through providing direction, creating motivation and building trust

Have the ability to create an environment where the IKEA values are a strong and living reality that embraces the diversity of co-workers and visitors

Bring out the best in co-workers and attract, develop and inspire the organization. Securing that each individual

is motivated in terms of:

satisfying their own needs

contributing to the performance of the area of responsibility

contributing to a climate of trust in the area of responsibility

Requirements

Knowledge

Have a minimum of 1-2 years retail service or customer service experiences

Have management experience of team with a minimum headcount of 5-10 persons

Having experience with external service providers and solid networking and negotiation skills is a prefer

Motivation

Secure customer feel confident about shopping at Ikea store

Secure a good after-sales service in align with IKEA China service policies & balance the needs of customers with

company benefits

Develop people

Capability

Customer oriented & Business minded

Good at reflecting &using IKEA concept in daily job

Open, honest, humble, energetic &hard working

Flexible, willing to make difference

High teamwork spirit, delegating and willing to develop others

With positive working attitude & able to work under pressure

任职要求：

1、 2-3年零售业顾客服务管理经验，有至少5-10人团队管理经验，从事过售后服务管理优先考虑；

2、 以顾客为导向，具备良好的服务意识及优秀的顾客服务技巧；

3、 具有较强的换位思考能力和抗压能力；

4、 诚实，正直，富有热情和团队感染力，有良好的商业意识。

IKEA宜家于1943年由其创始人英格瓦·坎普拉德(Ingvar Kamprad)在瑞典创立。历经半个多世纪的发展，如今它已在全世界拥有337家商店。宜家分别于1998年，1999年，2005年、2006年、2008年、2009年、2010年、2011年和2012年在上海，北京，广州、成都、深圳、南京、大连、沈阳、天津和无锡建立了11家商店。宜家一贯以“为大众创造更美好的日常生活，提供种类繁多、美观实用，老百姓买得起的家居用品”为自己的经营理念。

IKEA is a home furnishings company with Swedish origins founded in 1943 by Ingvar Kamprad. The vision of the company is to ‘create a better everyday life for the many people.’ The business idea is to offer a wide range of well-designed, functional home furnishings at prices so low that as many people as possible will be able to afford them. IKEA has a total of 338 stores worldwide, of which 40 stores are owned and run by franchisees outside the IKEA Group. The IKEA stores welcome a total of 655 million visitors during a year. More information is available on www.ikea.com

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