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<Customer Support Centre/ Chiba> Remote Team Leader Full-time

Funabashi-Shi, Chiba-Ken, Japan - Sprawdź lokalizację Sprzedaż i handel Pełny etat

Opis stanowiska pracy

Who you are

※グローバル管理システムのため、時差の影響で応募の締切が早くなる場合があります。締め切り日当日ではなく、時間に余裕をもってお早めにご応募いただきますようお願いします。
※採用人数が埋まり次第募集を終了いたしますので、お早めにご応募ください。
*As IKEA is a global company, time zones can affect the closing of application periods. Please apply at least 2 days before the deadline.
*Furthermore, it is possible a position's recruitment may close early if the contract has been filled. We advise that you submit an application as soon as you can.

Who you are

We believe your backpack consists of:


*Resident in Japan with work permission.
*Enable to communicate in JAPANESE at Business level on writing and spoken.
*You have an experience to manage people (team members) more than 1 year in a team with 5+ people.

• Strong interpersonal skills and ability to practice inspirational IKEA leadership.
• Strong communication skills with capacity to influence decisions, express ideas and opinions effectively
• Ability to solve problems and handle conflicts, always with IKEA values at heart.
• Ability to empower others to achieve set goals, using individualised techniques that trigger motivation and development.
• Ability to organise work and make efficient use of time in a result oriented environment
• Ability to analyse risks and consequences of a change initiative.
• Being able to take action with the awareness of turning the voices of customers and co-workers into value.
• Business-minded and result-driven with a customer focus. Experience working in a highly customer-focused organisation.
• Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available.
• Confident decision-maker.


About us

At IKEA our mission is to help the many people live better everyday lives in their homes, in their communities and on this planet we all call home.
We are committed to making IKEA more accessible, affordable, and sustainable in everything we do.

We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. And we know that customers love to interact with IKEA in many ways.
Connecting with IKEA remotely has never been more important to us to allow our customers to be inspired and think of the many ways IKEA can help them live a better life.
We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable remote customer channel at IKEA.

As a result of the Customer Support Transformation, we are now implementing the Remote Customer Meeting Point (RCMP), an integrated part of the new IKEA omnichannel retailing.

Our vision is to create a better everyday life for the many people. The values are the foundation of our work.
By living them, we form the unique IKEA culture where team spirit and togetherness are key (https://about.ikea.com/en/about-us/ikea-culture-and-values). 


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: (preferable)

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

Your responsibilities

In this role, you will:

• Lead your team members whilst working under your report line manager in Sales Devision
• Lead a high-performance team within an assigned area that engage with customers in all remote channels
• 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 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
• 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

*To optimise the customer experience and secure satisfied customers by motivating and inspiring your team in their everyday work using knowledge of the IKEA product range and services and the IKEA customer.
*Actively ensure co-workers have knowledge and tools to provide fast and easy customer support. Monitor that all sales and customer support processes are followed. *Ensure a positive work environment by building team spirit and seeing the potential in every co-worker.

About this work area

*ENG after JPN

イケアストア、オンラインストア、カタログ、そしてその先にあるお客さまとの出会いを体験できるのは、私たち自身です。イケアの商品ラインナップ、地域市場、お客さまのニーズを熟知し、お客さまと真のつながりをつくる新しい方法を常に模索し、売上と利益を最大化します。世界中の何千人もの同僚とともに、私たちは多様性に富んだチームで、IKEAコンセプトのグローバルな成功の継続のために働いています。

勤務地:IKEA Tokyo-Bay 併設 カスタマーサポートセンターオフィス勤務

【イケアの平等性・ダイバーシティ・多様性の受け入れ】

ダイバーシティは成功の鍵です。ダイバーシティは形も規模もさまざまです。自分らしくいることと、自分の独自性で貢献することが、イケアに関わる全員を成長させます。
Ingkaグループでは、ダイバーシティのすべての面を受け入れています。多様性に富むインクルーシブな職場は、イケアのコワーカー、お客さま、そしてビジネスにとって価値のあるものです。

イケアは、多様性があり、インクルーシブな職場環境の整備に努めています。そうした職場環境では、コワーカーが自分の独自性を評価され、またそれぞれに異なる才能が認められていると感じ、自分らしくいることができます。

イケアジャパンはあなたと一緒に探求してきたいと考えています。もしこのポジションに情熱をお持ちであれば、ぜひご応募ください!
より快適な毎日をより多くの方々に、という私たちのビジョンの達成のため共に取り組みましょう!

https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/diversity-and-inclusion-pub86a2cb59

障がいによりご応募や面接に参加するためのサポートを必要とされる場合は、下記のメールアドレスよりご連絡ください。
029.recruiters.jp@ikea.com

【チーム組織構成】
各エリアでマネージャーとコワーカー数名で構成(多い部署だと10名以上)

【OPEN IKEA社内公募制度について】
すべての職種がオープンポジション。社内公募制度を利用し、イケア・ジャパンの本社機能、日本全国の店舗、海外のイケア、あらゆるポジションにチャレンジが可能。自分自身の興味をもとに、自分らしいキャリアを描いていくことができます。

【イケアでの働き方について】
イケアの働き方は、仕事も、家庭も、自分らしさも大切にしています。そんなイケアで働く、年齢、性別、国籍の違う9人のコワーカーたちにインタビューをご覧いただけます。
https://youtu.be/A6MBRKNRlGw

【雇用形態】
▪正社員 週40時間契約 (年俸制)/ 短時間正社員 週25-38時間 (時給1,300円)
▪契約期間のない無期雇用(試用期間あり:入社後6ヶ月)
▪入社日は毎月1日(入社月応相談)
▪定年制度あり (65歳定年)
▪車通勤可(駐車場あり)

【年間休日】
▪127日間
【その他の休日】
▪有給休暇(入社6ヵ月後より付与・最大20日)2週間以上の連休取得可能です!
▪産前産後休暇 *取得実績あり
▪育児休暇 *復帰後時短勤務可能
▪パタニティ休暇(父親の有給休暇)・パートナーの育児休暇 *取得実績あり
▪私傷病休暇
▪介護休暇・看護休暇・家族介護休暇
▪慶弔休暇
▪ボランティア休暇

【福利厚生】
▪社会保険完備(加入必須: 扶養から抜けての契約):厚生年金・健康保険・雇用保険
▪交通費規定支給(上限1,530円/日まで)マイカー通勤可
▪ユニフォーム貸与/社員食堂あり/社員割引あり/ロッカー室・シャワー室完備
▪社員割引制度
▪社員食堂
▪クリスマスプレゼント
▪昇給:年1回(1月)
▪賞与:One IKEA(ワン・イケア) - ボーナスプログラム
年間の売上、他KPIの達成により年に1度支給あり(達成状況により支給なしの場合もあります)*条件あり
▪Tack! コワーカーロイヤルティプログラム
 *年金への拠出金として積立を行なうイケア独自の仕組みです。
▪財形貯蓄制度
▪生命保険、長期療養保険
▪退職金制度(企業型確定拠出年金:勤続5年以上)
▪従業員喫煙所
▪学びの機会(ロゼッタストーン(語学学習)、Linkedin learning 使用可)

https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/benefits-pub8c6da021

【応募方法】

『今すぐ応募』をクリックして履歴書、職務経歴書をアップロード(添付)し、ご応募ください。
※業務内容、詳細の雇用条件につきましては、面接時にお問い合わせ下さい。
※採用人数が埋まり次第募集を終了いたしますので、お早めにご応募ください。

【イケアの平等性・ダイバーシティ・多様性の受け入れ】

ダイバーシティは成功の鍵です。ダイバーシティは形も規模もさまざまです。自分らしくいることと、自分の独自性で貢献することが、イケアに関わる全員を成長させます。
Ingkaグループでは、ダイバーシティのすべての面を受け入れています。多様性に富むインクルーシブな職場は、イケアのコワーカー、お客さま、そしてビジネスにとって価値のあるものです。

イケアは、多様性があり、インクルーシブな職場環境の整備に努めています。そうした職場環境では、コワーカーが自分の独自性を評価され、またそれぞれに異なる才能が認められていると感じ、自分らしくいることができます。

イケアジャパンはあなたと一緒に探求してきたいと考えています。もしこのポジションに情熱をお持ちであれば、ぜひご応募ください!
より快適な毎日をより多くの方々に、という私たちのビジョンの達成のため共に取り組みましょう!

https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/diversity-and-inclusion-pub86a2cb59

障がいによりご応募や面接に参加するためのサポートを必要とされる場合は、下記のメールアドレスよりご連絡ください。
029.recruiters.jp@ikea.com

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
We are the ones meeting our customers – in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability. Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept – a concept that helps millions of customers create a better everyday life!

Work Location: Customer Support Centre Office at IKEA Tokyo-Bay

【OPEN IKEA internal recruitment system】

All positions are open positions. You can challenge any position at IKEA Japan,such as head office functions(Service Office), all IKEA stores in Japan, and IKEA overseas through the internal open recruitment system. You can create your own career based on your own interests.

【Working at IKEA】

Everyone has a home at IKEA.The way of working at IKEA values work, family, and individuality.
You can read interviews with 9 co-workers of different ages, genders and nationalities.
https://youtu.be/A6MBRKNRlGw

【Employment Status】
- Full-time employee- 40 hours per week contract
- Indefinite employment with no contract period (probation period: 6 months after joining)
- Start date is the first day of every month (consult with us about your start date)
- Retirement age: 65 years old

【Benefits】
- Social insurance (mandatory): welfare pension, health insurance, and unemployment insurance
- Transportation expense stipend (up to 1,530 yen/day): Commuting by car is permitted (parking space provided)
- Paid Time Off: Paid vacation (granted after 6 months of employment), congratulations or condolence leave, maternity leave, nursing care leave, childcare leave, paternity leave, childcare leave for partners, personal injury leave, nursing leave, volunteer leave, family care leave
- Uniform rental (if required)
- Locker room and shower room available
- Employee discount system
- Employee cafeteria
- Christmas gift
- Life insurance, long-term medical care insurance
- Retirement allowance system (corporate defined contribution pension plan: 3 years or more of service)
- No smoking on the premises (Smoking areas available)
- Learning opportunities: Rosetta Stone (language learning), Linkedin learning
https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/benefits-pub8c6da021

【How to apply】
We are looking for an experienced and motivated individual to join our team.
This is a great opportunity to work in a fast-paced environment.

If you have any questions, please feel free to contact us.
We will close the recruitment as soon as the positions are filled, so please apply as soon as possible.

"At IKEA, we believe everyone has the right to be treated fairly and be given equal opportunities"
Diversity is a key to success; diversity comes in all shapes and sizes. Being ourselves, and contributing with our uniqueness, makes us all grow.
At Ingka Group, we welcome all dimensions of diversity. A diverse and inclusive workplace is good for our co-workers, for our customers and our business.
We strive to have a diverse and inclusive work environment where co-workers feel valued for their uniqueness, recognized for their diverse talents, and where they can be themselves.
IKEA Japan would like to explore together. If you have a passion for this position, please don’t hesitate to apply!
Let’s get closer to our vision of “creating a better everyday life for the many people” together!

https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/diversity-and-inclusion-pub86a2cb59

If you are in need of support to apply, or to participate in an interview due to a disability, please contact us anytime at the following email: 029.recruiters.jp@ikea.com

Questions and support? Let's connect!

IKEA Recruitment Team: 029.recruiters.jp@ikea.com