Sales Team Leader-Customer Service Centre-B2B Sales

Ingka External; Hyderabad; On-site; INR 180,000 - 210,000; Full time

Job summary

IKEA is recruiting for a senior Customer Relations role in Hyderabad. You will lead a dynamic team to deliver seamless omnichannel support, coach peers, and drive high-quality customer outcomes in a fast-paced retail environment.

The role requires strong communication in English and the local language, a solid background in Sales or Customer Service, and at least 3 years in customer-facing roles with leadership exposure.

Qualifications

• Formal qualifications in Sales, Customer Service, or equivalent experience.
• Minimum 3 years of experience in a customer-facing contact centre or related role.
• Experience leading or influencing people for at least 1 year.
• Fluent in English and the local language.

Responsibilities

• Lead and inspire a team to deliver exceptional customer service across channels.
• Manage omnichannel customer interactions in Sales or Resolutions remotely when needed.
• Coach and develop co-workers to achieve individual and team goals.
• Foster a positive, customer-focused culture aligned with IKEA values.
• Support change initiatives and manage transitions smoothly.
• Use data and tools to monitor performance and drive improvements.

Skills

Customer service leadership

Omnichannel support

Change management

Data-driven decisions

Communication skills

Team development

Relationship building

Problem solving

English fluency

Local language fluency

Education

Sales or Customer Service background

Tools

Ingka systems

Digital tools

Job description

Who you are

• Strong understanding of IKEA culture, values, and vision of creating a better everyday life for the many people.
• Solid knowledge of omnichannel customer interactions within Sales or Resolutions in a remote environment.
• Passionate about customer service, home furnishing, and improving customers’ life at home.
• Inspiring people leader with the ability to motivate, coach, and develop co-workers to achieve individual and team goals.
• Comfortable working in a dynamic, fast-paced, and result-driven retail environment.
• Skilled in building strong relationships, fostering togetherness, and creating a positive customer-focused culture.
• Confident in communication, conflict resolution, and problem-solving while leading with IKEA values.
• Good understanding of change management principles and ability to support teams through change initiatives.
• Strong analytical and decision-making skills with the ability to assess risks, improve quality, and drive performance improvements.
• Strong knowledge of customer communication across channels, IKEA tone of voice, and relevant Ingka systems and tools.
• Highly proficient in using data, systems, and digital tools to support operational excellence.
• Formal qualifications in Sales, Customer Service, or equivalent experience.
• Minimum 3 years of experience in a customer-facing contact centre environment with at least 1 year of leadership or people influencing experience.
• Fluent in English and the local language.

Your responsibilities

• Strong understanding of IKEA culture, values, and vision of creating a better everyday life for the many people.
• Solid knowledge of omnichannel customer interactions within Sales or Resolutions in a remote environment.
• Passionate about customer service, home furnishing, and improving customers’ life at home.
• Inspiring people leader with the ability to motivate, coach, and develop co-workers to achieve individual and team goals.
• Comfortable working in a dynamic, fast-paced, and result-driven retail environment.
• Skilled in building strong relationships, fostering togetherness, and creating a positive customer-focused culture.
• Confident in communication, conflict resolution, and problem-solving while leading with IKEA values.
• Good understanding of change management principles and ability to support teams through change initiatives.
• Strong analytical and decision-making skills with the ability to assess risks, improve quality, and drive performance improvements.
• Strong knowledge of customer communication across channels, IKEA tone of voice, and relevant Ingka systems and tools.
• Highly proficient in using data, systems, and digital tools to support operational excellence.
• Formal qualifications in Sales, Customer Service, or equivalent experience.
• Minimum 3 years of experience in a customer-facing contact centre environment with at least 1 year of leadership or people influencing experience.
• Fluent in English and the local language.

Together as a team

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!

Studies show that members of underrepresented communities don't apply for jobs unless they're 100% 'qualified'. If this is part of the reason you hesitate to apply, we like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.

From: 'Why Women Don't Apply for Jobs Unless They're 100% Qualified' by Tara Sophia Mohr, August 2014'