无锡招聘

Mission:
Business Intelligence Manager lead and inspire team to support and contribute to a positive shopping experience for our customers, encouraging them to revisit our stores often over time, whilst developing an efficient, cost effective contact centre operation.

Main Responsibilities, Duties & Tasks
· Ensuring that we (pro)actively collect customer feedback, actionable customer data as well as relevant information about the consumers in our market and that we use/share these insights to continually improve our meeting with the customer
· Securing that we continuously do root cause analysis and share the output with the relevant stakeholders so that structural remedial action can be taken where necessary
· Actively deepening my knowledge of the contact centre industry in terms of best practices and technology and to use this knowledge to launch initiatives that will develop/improve our business
· Providing insight into the efficiency & effectiveness of our Contact Centre operation and develop new ways of working that enhance customer service levels and efficiency/productivity
· Developing new and improved services for our target consumers
· Working with the other managers in the contact centre to ensure that we have well-informed, customer-focused and knowledgeable co-workers
· Contributing to an environment which reflects our IKEA values
· Actively contributing to the effective operational management of the contact centre

COMPETENCE/KNOWLEDGE/EXPERIENCE:
· Interest in home furnishing as well as a curiosity about people's life at home
· Experience of working in a customer contact centre at a senior level or as a senior manager
· within the IKEA organisation, with responsibility for a large team
· Proven record of consistently meeting agreed budgets and goals, and working on plans in excess of one year.
· A passion for getting the best for the customer
· Experience of resolving customer complaints, resolving conflict and creating a win-win outcome.
· Ability to set expectations and provide clear direction - goal setting.
· Experience of adapting to a preferred style of working to get the best out of all the team
· Ability to quickly develop knowledge of the local Contact centre industry, market & business conditions
· A strong role model for the IKEA values
· Understand profit and loss and how to affect its result through their actions
· Ability to prioritise and organise my work and the work of others in order to make the most efficient use of time available.
· Ability to communicate confidently and clearly in English
· Ability to confront and manage poor Performance
· Experience of 'Project Work' and multiple task management
· In-depth ability to analyse and present data
· Self-reliant and motivated with proven ability to work as part of a larger team

GROWING TOGETHER
IKEA offers an exciting and empowering work environment in a global marketplace. And as the world's leader at life at home, you have exceptional opportunities to grow and develop together with us.

宜家家居于1943年创建于瑞典,“为大多数人创造更加美好的日常生活”是宜家公司自创立以来一直努力的方向。宜家品牌始终和提高人们的生活质量联系在一起并秉承“为尽可能多的顾客提供他们能够负担，设计精良，功能齐全，价格低廉的家居用品”的经营宗旨。

宜家中国客服中心于2009年在无锡成立,通过400-800-2345的热线电话、邮件、网站等多种媒介为中国地区所有的顾客提供信息咨询，售后服务，在线指导等全方位高品质多元化的远程服务。中国地区的所有顾客提供高品质多元化的远程服务。

宜家未必是每个人的梦想，但或许正是你的梦想！赶快加入我们，为大众创造更美好的日常生活吧！

我们将提供--
国家规定五项社会保险及住房公积金+商业医疗保险（门诊+住院）
每年12天年假等其他有薪假期
完善的岗前/在岗培训体系+人性化工作环境
员工委员会组织的多项活动及节日礼物