Customer Care Centre Team Leader, IKEA Thailand

IKEA (Thailand)

Thailand

Bangkok, Thailand

The IKEA vision is to create a better everyday life for the many people. Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. The IKEA Brand unites more than 200.000 co-workers and hundreds of companies with different owners all over the world. It’s one brand, but it reaches millions of hearts and homes. Our value chain is unique. It includes everything from product development, design, supply, manufacture and sales – and of course it begins and ends with our customers.

About this position

The Team Leader role is responsible for building and retaining long-lasting relationships with customers in a multi-channel retail environment, ensuring a positive shopping experience that creates trust in the IKEA brand.

Responsibilities

• You assist the Customer Care Centre Manager to manage and lead the staff and activities of the Operation Team, including recruitment, coaching, mentoring, training, scheduling, and performance management utilising IKEA values.
• You assist the Customer Care Centre Manager to promote high quality and competitively priced services for IKEA customers while minimising liability and losses.
• You ensure positive customer experiences through prompt & good response and actions to customers’ feedback or after sales related complaints including social media complaints via all channels.
• You initiate development activities to secure customers meet friendly, helpful, and knowledgeable co-workers.
• You partner with managers and co-workers to influence and support overall positive working environment to include actions to secure a positive shopping experience in line with established customer service standards and a sense of urgency in addressing customer service issues.
• You prepare, analyse, assess, and communicate designated After Sales oriented goals and results.
• You take a keen interest in the performance of IKEA and keep yourself informed about results and look for more effective ways of working to reduce costs.

Requirements

• You have at least 2-3 years of leadership experience handling co-workers/staff, working in a customer-facing, service-oriented, fast paced, and multichannel retail environment; preferably in a customer support function or a call centre.
• You share our belief that customer loyalty is key to business success and are passionate about home furnishings and customer service.
• You enjoy interacting with people, able to communicate confidently and clearly in both Thai and English. You also have the desire to improve the experience of our customers.
• Problem-solving, coaching, mentoring, negotiation, and building trustful relationships come naturally to you.
• You are also self-reliant and motivated, calm, empathetic, and customer focused. You know your business processes and how the customers perceive their situation; can prioritise, resolve, and make customers’ needs known.
• As a Customer Care Centre Team Leader, you are expected to contribute positively to your individual development, as well as your fellow co-workers by engaging in best practice sharing.