Remote Resolutions Manager

Customer
India
May 15, 2025
Full Time
Application ends: December 31, 2025
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Job Description

This Remote Resolutions Manager management role is best for customer support experts with experience coping with escalations, main far off teams, and building information-pushed resolution strategies.

🔍 Key Responsibilities

  • Lead a far off crew of decision specialists centered on fixing complex or escalated customer troubles
  • Drive fine guarantee and non-stop improvement in consumer case handling
  • Analyze consumer feedback, case traits, and resolution instances to enforce strategic manner improvements
  • Collaborate with pass-practical teams (Sales, Logistics, Tech Support, and many others.) to solve customer challenges
  • Ensure all cases comply with IKEA’s regulations, tone of voice, and patron-first values
  • Train and train your crew to improve communication, empathy, and trouble-solving talents
  • Act as the final escalation point for high-effect cases and patron dissatisfaction
  • Create and document on KPIs inclusive of decision time, pleasure rating (CSAT), and Net Promoter Score (NPS)
  • Foster a group way of life of possession, agree with, and responsibility in a completely far flung paintings environment

✅ Required Qualifications

🎓 Education:

  • Bachelor’s diploma in Business, Communication, Management, or a related field
  • Equivalent experience in customer service management will also be taken into consideration

💼 Experience:

  • Minimum 5 years of enjoy in customer service or contact middle operations
  • At least 2 years in a team management or supervisory position, ideally managing faraway groups
  • Proven experience coping with escalations and enhancing patron delight metrics

🧠 Skills:

  • Excellent conversation, interpersonal, and warfare resolution abilities
  • Strong analytical capacity and luxury operating with client information, KPIs, and reviews
  • Proficiency with CRM systems (e.G., Salesforce, Zendesk) and virtual conversation tools
  • Leadership abilities with a focus on empathy, training, and performance development
  • Ability to work independently, prioritize multiple duties, and thrive in a faraway paintings subculture

🌟 Preferred Qualifications

  • Experience operating in a massive retail or e-commerce customer support environment
  • Familiarity with IKEA’s merchandise, customer service philosophy, and brand tradition
  • Bilingual or multilingual verbal exchange skills are a plus
  • Experience with lean methodologies or consumer adventure mapping

💼 Why Join IKEA?

At IKEA, you’ll be part of a company that believes in equality, collaboration, and significant work. The Remote Resolutions Manager role is designed for professionals who want to guide with empathy, force consequences, and contribute to a loved global emblem from everywhere.

Benefits Include:

  • Competitive income and annual overall performance incentives
  • Remote-first flexibility with domestic workplace support
  • Generous PTO and well being days
  • Full fitness benefits (clinical, dental, vision)
  • Retirement and savings programs
  • Employee bargain on IKEA merchandise
  • Learning and development possibilities throughout international IKEA capabilities

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