Remote Resolution Team Leader – IKEA Korea RCMP

Remote Resolution Team Leader – IKEA Korea RCMP
“You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.
A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It’s the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself.”
Location
Seoul (Gwangmyeong)
Employment type
Full Time Permanent
Department
Customer Relations
Deadline
2025-04-17
You already applied for this job.
Candidate profile (title) Who you are
Candidate profile (text) – Default language We believe your backpack consists of:

Responsible for the strategic operation and team leadership of both Kitchen Resolution and IB/ID Resolution areas

Play a key role in enhancing customer interaction quality and improving overall team performance

Strong knowledge of how to motivate, evaluate, coach and empower both generalists and specialists individually as well as to create togetherness within teams

Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of working)

Passion for leading others and energized by developing and challenging people to reach set individual goals

Good knowledge of change management and understanding of key factors for a successful change initiative

Broad knowledge of the Contact Center business and the omnichannel customer meeting (within Sales or Resolutions)

Energized by togetherness and reaching common goals as a team

Motivated by working in a dynamic and result driven retail environment

General knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these

High level of data/computer proficiency

Motivated by sharing and living the IKEA culture and values

Passion for home furnishing and people’s life at home

Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people

For internal: Basic knowledge about Ingka processes, tools, IKEA product range and services

For internal: Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels

Your backpack is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.
The ideal candidate has:

Minimum 3 years of experience in a customer facing role within contact centre

Minimum 1 year of experience in leading and/or influencing co-workers

Key responsibilities (title) A day in your life with us
Key responsibilities (text) In this role, you will:

Create an inspiring and motivating work environment and build a committed team with a strong customer focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand

Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviors

Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft skills in the customer meeting

Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals

Identify improvement needs in the work environment thus contributing to create a great place to work

Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximizing business outcomes

Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers

Team vision ( title) Together as a team
Team vision (text) At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!
Let’s connect Questions and support? Let’s connect!
Let´s connect The job posting is for a maternity leave replacement.
For internals, please have dialog with your line manager before apply jobs. We will contact to your line manager to ask your references as part of the process.
If you have questions regarding recruitment process, please contact to
[email protected]
Why you will love us
From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers.
At the heart of our business, are our wonderful co-workers representing diversity in all dimensions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together.
Our vision, “to create a better everyday life for the many people” inspires and guides us in everything we do. This is IKEA.
What we all have in common

Living our values

Being your unique self, while respecting and including others

A passion for home furnishing

Performing & delivering while learning & developing

Having fun!

IKEA