Customer Relations Team Leader

IKEA; Johor Bahru; On-site; MYR 27,000 - 54,000; Full time

Job summary

IKEA Malaysia in Johor Bahru is seeking a customer-focused retail professional to build and retain long-lasting relationships with new and existing customers across multiple channels. You will value and fulfill customer needs to drive more frequent visits.

You will help create a positive shopping experience that reinforces trust in the IKEA brand before, during and after every visit, while ensuring the department is fast, efficient and cost-effective for the store.

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

• Build and retain long-lasting relationships with new and existing customers in a multichannel retail environment.
• Stimulate more frequent visits by understanding customer motivation and expectations.
• Ensure a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.
• Ensure the department is fast and efficient for our customers.
• Ensure that customers’ issues are handled in a reliable, efficient, accurate and friendly way.
• Ensure that co-workers are supported in their daily work.

Skills

Customer focus

Communication skills

Negotiation skills

Leadership

Budget management

Attention to detail

Problem solving

Job description

Company Description

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.

Job Description

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

To ensure a positive and joyful shopping experience for all IKEA visitors and customers. This includes in particular:

• ensuring the department is fast and efficient 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.

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.