Customer Care Centre Team Leader, IKEA Malaysia
1 week ago
- Full-time
- Department: Customer Relations
The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.
We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.
About the job
Reporting to the Customer Care Centre Manager, this Team Leader role is responsible for building and retaining a long-lasting relationship with new and existing customers in a multi-channel retail environment by valuing and fulfilling customer needs and expectations, understanding customer motivation and expectations, and ensuring a positive shopping experience that creates trust in the IKEA Brand.
Your assignment
- Assist the Customer Care Centre Manager to manage and lead the staff and activities of the Operation Team, including recruitment, coaching, mentoring, training, scheduling, and performance management utilising IKEA values.
- Assist the Customer Care Centre Manager to promote high quality and competitively priced services for IKEA customers while minimising liability and losses.
- Ensure positive customer experiences through prompt and effective responses to customer feedback or after-sales related complaints, including social media complaints via all channels.
- Initiate development activities to ensure customers meet friendly, helpful, and knowledgeable co-workers.
- Partner with managers and co-workers to influence and support an overall positive working environment, including actions to secure a positive shopping experience in line with established customer service standards and a sense of urgency in addressing customer service issues.
- Prepare, analyse, assess, and communicate designated After Sales oriented goals and results.
- Take a keen interest in the performance of IKEA and keep informed about results while looking for more effective ways of working to reduce costs.
Your profile
- At least 2-3 years of leadership experience handling 15-20 co-workers/staff, working in a customer-facing, service-oriented, fast-paced, and multichannel retail environment; preferably in a customer support function or a call centre.
- Share our belief that customer loyalty is key to business success and are passionate about home furnishings and customer service.
- Enjoy interacting with people, able to communicate confidently and clearly in English and in the local language(s). Have the desire to improve the experience of our customers. Problem-solving, coaching, mentoring, negotiation, and building trustful relationships come naturally to you.
- Self-reliant and motivated, calm, empathetic, and customer-focused. Know your business processes and how customers perceive their situation; can prioritise, resolve, and make customers' needs known.
- Expected to contribute positively to your individual development, as well as your fellow co-workers by engaging in best practice sharing, process improvements and customer-focused solution sharing.
Additional Information
This role requires flexibility in work hours, depending on store operational requirements.
The work location will be at the IKEA Damansara, Malaysia.
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