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 Manager in Easy Buying Section of Customer Relations Department, you will work with your team of co-workers to value add and provide a positive customer relations experience for our IKEA customers.
You will lead a team of co-workers for attending to customer’ enquiries over the counter and via email/phone on after sales matters.
You will be responsible to plan the team work schedule and to support the team members in serving the customers with GST (Greet, Smile, Thank) in mind.
You will work with your manager and your team to identify the root cause and to resolve customer complaint, orders fulfilments, delivery issues etc of recurring problems by providing solutions.
To prioritise and organise work and the work of others in order to make the most efficient use of time availability.
You will also need to provide training to co-workers on customer handling and the usage of the Navision system, and take on case/complaint escalation when arises.
You will support the department to ensure a safe working environment and compliance to work place processes and policies for functional review and sec check compliance
You will provide coaching and training to new co-workers and support them in their growth and development
You will work closely with HR on co-workers performance issues.
You possess at least 5 years of experience in a supervisory position in a fast paced and dynamic customer-service oriented environment.
You are a fast learner and have strong proficient in the use of computer software and office applications.
You are self-motivated and results driven and able to multi-tasked and work under pressure.
You have a warm personality and excellent communication skills and able stay calm and provide solutions to customer’s problems.
You have a genuine interest in people and passion for home furnishing.
You have excellent communication and interpersonal skills, able to share your knowledge with other co-workers and create an environment where the IKEA values are a strong and living reality that embraces the diversity of co-workers and visitors