Customer Experience Team Lead — Multichannel Retail

Ikea Ab; Johor Bahru; On-site; MYR 30,000 - 45,000; Full time

Job summary

IKEA in Malaysia is seeking to build and retain long-lasting relationships with customers in a multichannel retail environment. You will help fulfill customer needs, drive visits, and turn motivation into opportunities, while delivering a positive shopping experience that earns trust in the IKEA Brand.

The role requires passion for home furnishing, strong communication, and the ability to support co-workers and handle weekend and shift hours.

Qualifications

• Solid understanding of the easy buying experience.
• Cost and budget management and proven leadership skills in a people-centric organisation.
• Be passionate about customers and act to ensure a positive shopping experience.
• Passionate about home furnishing, people's life at home and the IKEA range of products and services.
• Good communication, negotiation and influencing skills.
• Good attention to detail by being persistent, structured and accurate.
• Willing to work on weekend, shift hours and public holidays.

Responsibilities

• To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits.
• Understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities.
• Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.
• Ensuring the department is fast and efficient for our customers, and cost-effective for the IKEA store.
• Ensuring that customers’ issues are handled in a reliable, efficient, accurate and friendly way.
• Ensuring that co-workers are supported in their daily work.

Skills

Customer focus

Communication skills

Negotiation skills

Attention to detail

Job description

IKEA in Malaysia is seeking to build and retain long-lasting relationships with customers in a multichannel retail environment. You will help fulfill customer needs, drive visits, and turn motivation into opportunities, while delivering a positive shopping experience that earns trust in the IKEA Brand.

The role requires passion for home furnishing, strong communication, and the ability to support co-workers and handle weekend and shift hours.