Customer Resolution Manager

1 week ago

Singapore IKEA Full time

**Job ID**: 309440
- **Date posted**: 17/09/2025

**What you'll need to have**5 years of experience:

- In retail, preferably in the home furnishing sector
- In planning, driving output and measuring performance (business)
- Managing, leading and developing people, preferably in customer centric service or retail environment
- In customer service, problem solving and conflict handling techniques
- Turning data and insights into actions and solutions to meet the customer.

**What you'll be doing day to day**Develops and ensures a seamless resolutions process in a multichannel retail environment (Store Fulfillment, Ecommerce and Cash and Carry) for returns and exchanges. Ensures a proactive way of working to identify root causes and resolutions in close collaboration with other functions.
- Hires, onboards, trains, leads, manages and develops the Customer Care Leaders in the store.
- Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
- Ensures that the team solves root causes of resolutions cases, accommodations and returns to reduce related costs.
- Implements best practices and rolls out new country processes and systems on a timely basis to the entire Customer Experience team.
- Partners with relevant teams to improve customer experience in delivery service. Trains all store management on how to manage escalations in the most cost and time efficient way.
- Supports the Customer Experience manager to build competence in IKEA Brand standards, product range, services, etc.
- Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.
- Generous paid time off, holiday and sick time
- WiselyPay - get earned wages up to two days early
- Paid parental leave (up to 16 weeks)
- KinderCare tuition discount
- Retirement and bonus plans
- Co-worker discount, meal deal, and referral bonus
- Pet insurance program
- Education assistance and learning programs
- Safety shoe reimbursement
- 24/7 telehealth visits
- Dental and vision plans
- Medical and Rx plans (must work min. 20 hrs/wk)
- A fun and inclusive work environment

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