Customer Relations Team Leader

About the job

Reporting to the Store Manager, this Team Leader role is to ensure a positive and joyful shopping experience for all IKEA visitors and customers. This is done by ensuring Easy Buying department is fast and efficient for our customers, and cost-effective for the IKEA store, handles customer’s issue in reliable and friendly way and supported co-workers in their daily work. 

Your assignment 

You will lead and manage in the store to fulfil the following: 

• You 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 frequent visits; 
• You understand customer motivation and expectations and play an active role in turning them into commercial opportunities; 
• You ensure a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit; 
• You coordinate with finance team regarding POS transactions and participate in the End of Day processes; 
• You participate in system enhancements for any upgrades and updates; 
• You can effectively communicate with customers (online and in person) and address customer inquiries, concerns and issues promptly; 
• You monitor and support the Easy Buying Manager in achieving the weekly, monthly and yearly KPIs; 
• You handle aftersales processes, including: deliveries, system issues and concerns, exchanges and returns of items, and merchandise store collections 
• You lead by example in terms of customer focus, co-operation with other departments, simplicity and giving and taking responsibility to optimise customers’ experience; 
• You are expected to assist customers to arrange for transport and assembly services through a well-managed Service or Home Delivery Desk 

Your profile 

• You are passionate about home furnishing, people's life at home and the IKEA range of products and services; 
• You have good communication and interpersonal skills; 
• You have ability to find solutions for customer and operational issues; 
• You have good attention to details by being persistent, structured and accurate; 
• You are able to accept criticism and deal calmly and effectively within high-stress situations; 
• You are passionate about customers and act to ensure a positive shopping experience; 
• You enjoy working in a fast-paced and future-oriented retail environment

We offer many benefits at IKEA other than just having the opportunity to work for a global company! Along with a focus on your personal and career development goals and being a part of an inclusive culture driven by values, you will be entitled to great initiatives including Annual leave, Medical and Dental, Family & Community leave, Co-worker discount, subsidized meals in our Co-worker Restaurant, Bonus program, full training and inductions.

This role requires flexibility in work hours depending on store operational requirements. Working on public holidays and weekends.