Job ID: REF4189F

Date posted: 18/10/2023

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.

We in Customer Relations build and retain long-lasting relationships with new and existing customers in our IKEA retail environment. This includes ensuring that the appropriate customer relations' processes and tools are implemented; ensuring a fast and customer-friendly easy buying (Exchange & Return) experience; operating an efficient after-sales experience, always with the customer in focus. You will work together with Customer Experience Manager and the team to ensure operational excellence in daily operations, striving for top-class easy buying (Exchange & Return) and overall customer experience. IKEA Sukhumvit will be part of the Emsphere retail development on Sukhumvit Road and is due to open in December 2023.

Your assignment

• Identify root causes of recurring issues by working closely with other functions to implement improved ways of working and successfully resolving and improving customers satisfaction.
• Continuously focus on improving the easy buying (Exchange & Return) processes, together with the team.
• Drive and inspire a customer-centric culture throughout the store.
• Be available to deal with issues raised by customers as well providing support to the team in resolving any customer issues.
• Ensure that your team understands their contribution towards improving the customer experience in the store and that they maintain a high level of service standard.
• Support and coach co-workers to ensure customers leave with a positive impression of the IKEA store and that they want to return and shop with us.
• Plan for the appropriate number of co-workers to be in the right area at the right time to run operations successfully and that the co-workers are ready and available to serve customers.

Your profile

• You have solid experience working in a customer-service role in a fast-paced retail environment.
• You can understand customers' emotional needs and translating them into implemented commercial solutions.
• You have/will have a good understanding of all aspects of the IKEA multichannel shopping and easy buying (Exchange & Return) experience at various touch points.
• You are/will be familiar with the IKEA customer relations processes, tools and working methods, payment solutions and after sales service.
• You have strong interpersonal and communication skills with an unmatched customer-focused mindset that enable you to build rapport with customers.
• You are a team player and have an appreciation for driving togetherness within the team.
• You have interest and passion for developing people as well as growing personal competence and using this to benefit the growth of our co-workers, the business and the brand.
• Proven record of successfully leading a team and a culture of high customer service performance.

Please apply by 31 October 2023.