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CCC Specialist (Business Systems)
IkeaPetaling Jaya, Malaysia30+ hari lalu
Penerangan pekerjaanPossess 3 - 5 years of IT experience. Experience in contact center environment Good hands-on experience working with ININ or Genesis or any other Contact Center systems. Ability to demonstrate strong analytical skills. Ability to manage different projects in a matrix setting. 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 compliance within the environment.
Job description
- Good knowledge of how to support IKEA customers before, during and after they have made purchases, and how the Customer Contact Centre acts as the main support channel.
- Solid knowledge of the Customer Support / Contact Centre business.
- Experience of the easy buying process.
- Deep knowledge of budget responsibility and a thorough understanding of profit and loss and the key performance indicators used within IKEA organizations to plan, follow up and steer the business.
- Proven record of successful leadership in a people-centric organization.
- Change management.
- IKEA Brand, IKEA culture and values.
- Market research and customer insights, including sources.
- Relevant processes, tools and working methods for the role.
- Legal requirements and third-party contracts.
Qualification
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System Specialist • Petaling Jaya, Malaysia