Job Description

Company Description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia, Thailand and Philippines \xe2\x80\x93 and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.



You use knowledge of IKEA and technical systems to work together with contact centre management group and the team in an inspiring and supportive way whilst maintaining a close network with system vendors for all Ikano Retail operating markets. Ensure all CCC tools and communication related systems and applications and office facilities are available and in a good condition all the time, also support all CCC members for basic IT trouble-shooting and IT education, but mainly focused tools related to customer experience in CCC for the region. At the same time, is also responsible for business development in contact centre related systems and communication channels. To better collect and analyse customer insight with various efficient ways and operate with self-serve concept, together we sustain IKEA long-term profitability.

Your assignment

• You ensure contact centre systems and applications are available all the time, and constantly look to offer a better platform for customer service.
• You improve customer experience, self-serve tools and skills development specifically for Contact Centre interaction platforms, IVR setup, as well as being the focal for our external service providers.
• You proactively work with business departments in contact centre, to understand the business plan and long-term development needs for customer service.
• You have an overview of the contact centre and customer relations action plan and understand how IT systems and platforms are supporting this on a regional level
• You secure the service agreements with external service providers, taking responsibility to manage ESP and service system upgrades and developments for all CCC operating countries.
• You responsible for hardware and software purchases and maintenance in an efficient, cost effective way, whilst maintaining a total overview of costs involved.
• You are the contact person for all IT operations- internal and external, supporting colleagues for any IT related-issues.
• You ensure all administrative documentations are processed and filed in an accurate, timely and cost-effective manner.

Please apply by 26 August 2023

Qualifications

• Possess 3 - 5 years of IT experience.
• Ability to demonstrate strong analytical skills.
• Ability to work on a strategic level while acting on an operational/tactical level.
• Ability to network and interact effectively with different people in various situations.
• Ability to make things happen with flexibility, speed and simplicity.
• Ability to be able to coordinate and manage costs, and adequate vendor management.
• Ability to participate and maintain IT and systems\xe2\x80\x99 compliance within the environment.

Additional Information

Important Note:
You are invited to the Life at Home journey with IKEA. Click >> * to begin your journey. Kindly note that your job application will be processed when you complete the assignment.

*If you can\'t access the link, please go to the original job posting at Smart Recruiter.

Working with us has its rewards

Wherever you work within IKEA Southeast Asia, you enjoy a wide range of benefits. Here are just some of them:

IKEA discounts

Co-workers are our most values customers and are entitled to a 15% discount on any home furnishings and food sold in our stores, from the first day of work.

Flexi benefits

We offer flexi benefits to cater our co-workers who are in different life stages with differing benefits needs. Within an annual Flexible Spending Account, co-workers can claim against dental, optical, fitness memberships or classes, vaccination or immunisation, non-insured outpatient medical expenses, health screenings, health supplements, IKEA purchases, health aid & equipment and mental health.

Maternity and paternity leave

We give mother four consecutive months of maternity leave and father receives four weeks of paid time off after a baby has arrived to help share the joys \xe2\x80\x93 and responsible \xe2\x80\x93 at home.

Gifts

We enjoy special occasions together and give tokens to mark birthdays, marriage, the arrival of a baby. We reward loyalty through our Long Service Awards.

Work environment

As home furnish experts, we take pride in providing inspiring workplaces that showcase IKEA products and create a relaxed, open atmosphere where we work side by side.

Incentive plan

All co-workers may earn an annual financial reward when we meet our shared business objectives.

Free Parking

All co-workers are given free parking.

Want to know what it is like to work in IKEA Call Centre? Watch video below.

Ikano