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 supervise day-to-day operations in the easy buying section.
You will lead a team of co-workers for attending to customer’ enquiries over the counter and via email/phone.
You will be responsible to plan the team work schedule, coach and support the team in providing service excellence to our customers.
You will work with your manager and your team to identify the root cause and to resolve customer complaint, orders fulfilments, delivery issues, exchanges & returns, etc of recurring problems by providing solutions.
You will also need to provide training to co-workers on customer handling, SOPs, usage of the MVBC 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 possess at least 5 years of experience in a supervisory position with strong leadership skill in a retail or hospitality environment.
You are a fast learner with strong proficient in the use of computer software and office applications and will come up with solutions to improve the work processes.
You are self-motivated, results driven and physically fit to be able to work in a fast-paced and dynamic work environment.
You are customer serviced focused with excellent communication, interpersonal and listening skills
You are analytical and able to stay calm and provide solutions to resolve customer’s problems.
You are open and honest with genuine interest in people and passion for home furnishing.
You have strong organization skills with the ability to multi-task and work under pressure.
You are able to commit to working on weekends and public holidays, inclusive of AM & PM shifts