CCC Specialist

About the Job

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 secure the service agreements with external service providers, taking responsibility to manage ESP and service system upgrades and developments for the region.
• You responsible for hardware and software purchases and maintenance in an efficient, cost effective way, whilst maintaining an 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.

Your profile

• 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’ compliance within the environment.

Please apply by 15 September 2023