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Customer Relations Team Leader

3 months ago

Singapur, Singapore Ikano-Retail Full time
Job Description

About the job

Reporting to the Customer Relations Manager, you will be expected to work with your team of co-workers provide a positive and joyful shopping experience that creates trust in the IKEA Brand for all IKEA visitors and customers.

Your assignment

  • To create a positive and family-friendly shopping experience for our customers by managing shopping tools and amenities, customer care rooms and Smaland.
  • To champion and foster customer-centricity and service excellence in all touchpoints.
  • You will collaborate with your stakeholders to coordinate and follow up on customer engagement activities in the store.
  • You will work with your manager to manage the daily operations for your team of co-workers including performance management, training and development, succession planning and recruitment.
  • Manage issues raised by customers and deliver service improvement in a professional, prompt and positive manner to enhance the customer experience.
  • Be knowledgeable on customer experience mapping and analyse CX-related performance indicators for business improvement.
  • Work with external service providers and service contracts to provide a positive and efficient shopping experience for all IKEA visitors and customers.

Your profile

  • You have a proven experience of at least 3 years in customer service management and in leading a team of co-workers in a retail or customer serviced oriented environment.
  • You are customer-centric with the ability to find solutions for customers and operational issues.
  • You are a confident decision-maker with strong analytical skills and computer literacy skills.
  • You have the energy and drive to deliver with the ability to manage stressful situations.
  • You are able to commit to working both AM & PM shifts, weekends and public holidays.

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