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10.09.2018

Contact Center System Super User for Customer Support Center

IKEA Україна
Торговля розничная / Retail

    About you

    You have the experience of working in a contact center or in a customer-focused service industry. You are passionate about getting the best for customers, for their support and satisfaction. Continuous improvement of systems and processes sounds like a music for your soul and you never stop seeking new knowledge and development opportunities for your skills. Self-motivated and keen to use own initiative, you have the ability to make things happen with flexibility, speed and simplicity.

     

    About the job

    CSC Systems Super User job contributes a lot to a seamless customer journey by ensuring that the solutions, tools and systems in the area of responsibility are implemented, used and understood in the unit.

     

    Holds expert knowledge within the area of responsibility and work actively and regularly with the solution.

    Work close with the end user to understand their need and challenges with the system or tool and fed back this information to solution owner. Contribute in rollouts for new or updated solutions.

     

    About the assignment

    In this role, you will be a part of Customer Support Centre team and you will:

    • Work actively and regularly with the solution and maintain expert knowledge and understanding in how the tools are used in the process they are supporting.
    • Provide support to and secure a network with end users in order to keep awareness of strengths and opportunities of the solution and forward information to the solution owner.
    • Ensure that all relevant documentation is translated, up to date and accessible.
    • Support the implementation timeline when rolling out global solutions and conduct trainings for the end users.
    • Prioritize and decide on change requests within area of responsibility to improve the customer experience and operational efficiency.
    • Verify new releases during the test and production phase and provide feedback.
    • Contribute in activities defined as having potential for improving the business with a clear advantage for our customers and co-workers.
    • Support Team Leaders frequently to ensure adaptation and improvement of the daily schedules that are within the forecasted hours and have updated co-worker availability and skill levels.

     

    Your profile

    • Experience of forecasting methods and processes.
    • Experience of working in a customer-focused service industry, preferably retail.
    • Ability to transfer knowledge in understandable way for end users; perform trainings for the end users
    • Exceptional numerical reasoning, attention to details and accuracy skills.
    • Ability to plan and work with multiple tasks while having tight deadlines.
    • Long experience from working with CSC systems and tools.
    • Demonstrated ability to co-ordinate people and tasks, follow up and work with a sense of urgency.
    • Strong attention to detail.
    • Process-driven and result-oriented.
    • A flexible and open approach to change.
    • Computer proficiency with advanced MS Excel skills.
    • Ability to communicate confidently and clearly in the local language(s) and English.

     

    The IKEA Group is a leading home furnishing retailer. We are a values driven company with a passion for life at home. Our vision is to create a better everyday life for the many people. We have 355 IKEA stores in 29 countries. Join us and discover exceptional opportunities to grow and develop together with us.

     

    Join IKEA now and apply for the position online by 31st of August in English.