what you'll need to have '- have a minimum of 3 years high volume or multi-unit retail or service operation experience - proven leadership, task manager, good english ability - passion for ikea product range, home furnishing and people’s life at home - passion for a positive shopping experience - enjoy working in a fast-paced environment with people development and process optimization your responsibilities '- lead team to support all customer contacts from unhappy flow both online & offline via phone and channel: - take care of all customer issues related to complaints or claims of ikea products, store &ikea food, etc. - take care of all customer issues related to aftersales, like payment issues, order modification, general after-sales solutions, and exchange & return process, guarantee services, etc. - ensure team coworkers’ career and capacity development and working in a great environment about this work area to optimize 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.