Customer Relations Manager/顾客关系部经理
西安宜家家居有限公司
- 公司规模：150-500人
- 公司性质：外资(欧美)
- 公司行业：批发/零售 家居/室内设计/装潢
职位信息
- 发布日期：2014-08-12
- 工作地点：西安-未央区
- 招聘人数：1
- 语言要求：英语熟练
- 职位月薪：面议
- 职位类别：客服经理(非技术)
职位描述
ABOUT THE JOB
Purpose
Customer Service the IKEA Way means helping customers to help themselves by working together as their partners to make shopping for home furnishings as profitable as possible –for the store and the customers.
Services Manager should act as the customer advocate, supporting the organization to maximize customer satisfaction before, during and after their store visit by timely sharing customer needs and voices, as well as securing the high level of shopping facilities and services to enable an easy &efficient customer shopping process.
Mandate
The services 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, at the same time to ensure the training to support co workers to achieve the six service goals:
IKEA stores must care for customers
IKEA stores must make shopping easy and convenient
IKEA stores must make shopping fun
IKEA stores must make customers feel confident about shopping at the IKEA store
IKEA stores should welcome the entire family
IKEA stores must pay attention to detail.
YOUR ASSIGNMENT Your tasks will include:
Secure ease of shopping in IKEA store
-Secure the right information, facilities and tools in store to enable the ease of shopping throughout the store.
-Ensure a positive customer experience through delivering efficient and effective internal and external services as a support to the store commercial goals
-Secure the customer feedback will be always shared and followed up so as to find out the root cause to ensure the right actions and processes been taken from the beginning.
-Secure a good after-sales service in align with IKEA China service policies
Department management
-Take responsibility for the planning, execution and follow-up the stores’ commercial calendars within the department
-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
-Take care of all areas inside and outside of the store with regards to Customer Service
-Empower co-workers to secure customer satisfaction in a supportive environment.
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
YOUR PROFILE Your knowledge, skills and experience include:
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.
Purpose
Customer Service the IKEA Way means helping customers to help themselves by working together as their partners to make shopping for home furnishings as profitable as possible –for the store and the customers.
Services Manager should act as the customer advocate, supporting the organization to maximize customer satisfaction before, during and after their store visit by timely sharing customer needs and voices, as well as securing the high level of shopping facilities and services to enable an easy &efficient customer shopping process.
Mandate
The services 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, at the same time to ensure the training to support co workers to achieve the six service goals:
IKEA stores must care for customers
IKEA stores must make shopping easy and convenient
IKEA stores must make shopping fun
IKEA stores must make customers feel confident about shopping at the IKEA store
IKEA stores should welcome the entire family
IKEA stores must pay attention to detail.
YOUR ASSIGNMENT Your tasks will include:
Secure ease of shopping in IKEA store
-Secure the right information, facilities and tools in store to enable the ease of shopping throughout the store.
-Ensure a positive customer experience through delivering efficient and effective internal and external services as a support to the store commercial goals
-Secure the customer feedback will be always shared and followed up so as to find out the root cause to ensure the right actions and processes been taken from the beginning.
-Secure a good after-sales service in align with IKEA China service policies
Department management
-Take responsibility for the planning, execution and follow-up the stores’ commercial calendars within the department
-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
-Take care of all areas inside and outside of the store with regards to Customer Service
-Empower co-workers to secure customer satisfaction in a supportive environment.
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
YOUR PROFILE Your knowledge, skills and experience include:
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.
公司介绍
宜家是在全世界拥有超过十二万名员工的一家全球领先家居零售企业。由瑞典人英格瓦.坎普拉德（ingvar kamprad）于1943年在瑞典创立。
1998年宜家进驻中国市场，在上海开办第一家商场，随后陆续在北京，成都、广州，深圳，大连，南京，沈阳，天津，宁波，无锡，重庆，武汉等大中城市开办商场。
我们的愿景：
为大众创造更美好的日常生活！
我们的经营理念：
提供种类繁多、美观实用、老百姓买得起的家居用品。
宜家经营理念最初始于为大众提供经济实惠的家居装饰产品，而非仅为少数人服务。它将功能、质量、设计、价值结合在一起，并始终牢记可持续发展理念。从设计、采购、包装、配送到业务模式，宜家经营理念存在于公司日常运营的每个环节。我们的目标是帮助更多人创造更好的家居生活。
我们的人才理念：
为那些脚踏实地、诚实正直的人们提供发展机会，不仅是职业的发展，还有个人能力的发展。由此我们将矢志不渝地共同创造更美好的日常生活，为我们的顾客，也为我们自己。
宜家的人才理念非常鲜明地阐述了宜家的用人标准 -- “脚踏实地，诚实正直”。那些应聘者，宜家从不会对他们的性别、年龄、学历、民族、宗教信仰、生活背景等因素作具体的要求或限制，只要被证明是最适合的人选，就会被录用，并与宜家共同成长。
宜家会提供多种多样的培训机会和发展空间，并希望员工主动地承担自身的职业培训和个人发展的责任。这意味着，员工要主动地学习、尝试新的知识和工作方法，并且愿意将知识和经验分享给他人。
我们的薪酬福利
宜家创造和维持一个有竞争力的薪酬体系，以吸引和留住我们最宝贵的人力资源并给与他们合理的回报，构建完备的福利体系以适应各类员工不断增长的需求，与此同时，公司致力于为全体员工创造、提供与推动高水平的培训与提升课程。更为重要的是，透明的管理制度，平等的人际关系保证我们所有员工都能在宜家家居卖场愉快的工作。
宜家西安商场是在中国开设的第十八家商场，也是中国西北地区的第一家宜家商场。乘地铁1号线可直达商场。
赶快加入我们，为大众创造更美好的日常生活吧！
方式一：登陆宜家官方网站www.ikea.cn/加入我们，并在线递交简历
方式二：前程无忧在线递交简历
方式三：投递简历至 xa.hr@ikea.com， 请注明“申请职位 姓名”
1998年宜家进驻中国市场，在上海开办第一家商场，随后陆续在北京，成都、广州，深圳，大连，南京，沈阳，天津，宁波，无锡，重庆，武汉等大中城市开办商场。
我们的愿景：
为大众创造更美好的日常生活！
我们的经营理念：
提供种类繁多、美观实用、老百姓买得起的家居用品。
宜家经营理念最初始于为大众提供经济实惠的家居装饰产品，而非仅为少数人服务。它将功能、质量、设计、价值结合在一起，并始终牢记可持续发展理念。从设计、采购、包装、配送到业务模式，宜家经营理念存在于公司日常运营的每个环节。我们的目标是帮助更多人创造更好的家居生活。
我们的人才理念：
为那些脚踏实地、诚实正直的人们提供发展机会，不仅是职业的发展，还有个人能力的发展。由此我们将矢志不渝地共同创造更美好的日常生活，为我们的顾客，也为我们自己。
宜家的人才理念非常鲜明地阐述了宜家的用人标准 -- “脚踏实地，诚实正直”。那些应聘者，宜家从不会对他们的性别、年龄、学历、民族、宗教信仰、生活背景等因素作具体的要求或限制，只要被证明是最适合的人选，就会被录用，并与宜家共同成长。
宜家会提供多种多样的培训机会和发展空间，并希望员工主动地承担自身的职业培训和个人发展的责任。这意味着，员工要主动地学习、尝试新的知识和工作方法，并且愿意将知识和经验分享给他人。
我们的薪酬福利
宜家创造和维持一个有竞争力的薪酬体系，以吸引和留住我们最宝贵的人力资源并给与他们合理的回报，构建完备的福利体系以适应各类员工不断增长的需求，与此同时，公司致力于为全体员工创造、提供与推动高水平的培训与提升课程。更为重要的是，透明的管理制度，平等的人际关系保证我们所有员工都能在宜家家居卖场愉快的工作。
宜家西安商场是在中国开设的第十八家商场，也是中国西北地区的第一家宜家商场。乘地铁1号线可直达商场。
赶快加入我们，为大众创造更美好的日常生活吧！
方式一：登陆宜家官方网站www.ikea.cn/加入我们，并在线递交简历
方式二：前程无忧在线递交简历
方式三：投递简历至 xa.hr@ikea.com， 请注明“申请职位 姓名”
联系方式
- Email：xa.hr@ikea.com
- 公司地址：上班地址：沣东新城三桥路866号