Customer Care Centre Team Leader IKEA Malaysia
Customer Care Centre Team Leader IKEA Malaysia
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1 Vacancy
Job Description
About the job
Reporting to the Customer Care Centre Manager this Team Leader role is responsible to build and retain a longlasting relationship with new and existing customers in a multichannel 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
- You 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.
- You assist the Customer Care Centre Manager to promote high quality and competitively priced services for IKEA customers while minimising liability and losses.
- You ensure positive customer experiences through prompt & good response and actions to customers feedback or after sales related complaints including social media complaints via all channels.
- You initiate development activities to secure customers meet friendly helpful and knowledgeable coworkers.
- You partner with managers and coworkers to influence and support overall positive working environment to include actions to secure a positive shopping experience in line with established customer service standards and a sense of urgency in addressing customer service issues.
- You prepare analyse assess and communicate designated After Sales oriented goals and results.
- You take a keen interest in the performance of IKEA and keep yourself informed about results and look for more effective ways of working to reduce costs.
Qualifications :
Your profile
- You have at least 23 years of leadership experience handling 1520 coworkers/staff working in a customerfacing serviceoriented fast paced and multichannel retail environment; preferably in a customer support function or a call centre.
- You share our belief that customer loyalty is key to business success and are passionate about home furnishings and customer service.
- You enjoy interacting with people able to communicate confidently and clearly in English and in the local language(s). You also have the desire to improve the experience of our customers. Problemsolving coaching mentoring negotiation and building trustful relationships come naturally to you.
- You are also selfreliant and motivated calm empathetic and customer focused. You know your business processes and how the customers perceive their situation; can prioritise resolve and make customers needs known.
- As a Customer Care Centre Team Leader you are expected to contribute positively to your individual development as well as your fellow coworkers 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.
Additional Information :
Please apply by 15 April 2025
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
