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**Resolution & Complaints Team Lead**

2 months ago

Jeddah, Makkah Province, Saudi Arabia ايكيا السليمان Full time

About the Role:

We are seeking a highly skilled and experienced professional to join our team as a Resolution & Complaints Team Lead at ايكيا السليمان. As a key member of our customer service team, you will be responsible for leading the resolution of customer complaints, with a particular focus on those escalated through the Ministry of Commerce and Investment (MCI).

Key Responsibilities:

  • Lead the Resolution Team: Act as the matrix leader for the Resolution Team across stores in the country, ensuring a balance between speed and quality in complaint resolution.
  • MCI Escalation Management: Lead the implementation of actions related to MCI escalations and resolutions, ensuring they are resolved within the defined SLA.
  • Process Optimization: Optimize and enhance resolution performance, ensuring seamless integration with CRM and compliance with IKEA's service standards.
  • Reporting and Analysis: Generate regular reports on MCI ticket resolutions and customer satisfaction, offering insightful overview to senior management.
  • Process Improvement: Identify and recommend improvements to streamline the complaint resolution process and reduce case recurrence.
  • Team Development: Lead, coach, and motivate the team, ensuring continuous training on handling MCI-related cases.

Requirements:

  • Education: Bachelor's degree in business management or any related field.
  • Experience: 4+ years of experience in customer service, with at least 2 years in a leadership role.
  • Skills: Proven experience managing customer complaints and escalations, preferably with MCI or government-related cases. Strong background in using and managing CRM systems for case tracking and resolution.

What We Offer:

  • Opportunity to work with a leading home furnishings company.
  • Chance to develop your leadership skills and experience.
  • Competitive salary and benefits package.