Customer Relations Team Leader (Shopping Experience), IKEA Pasay CityIkea

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, such as the Philippines.
We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
Visit to find out more about us at IKEA Philippines.
Job Description
About the job
Reporting to the Shopping Experience Manager, this TEAM LEADER role is tasked to ensure a positive and joyful shopping experience for all IKEA visitors and customers. He/She has a clear understanding of customer motivation and expectations, and play an active role in turning them into commercial opportunities. He/She also ensures that the co-workers are supported in their daily work and that customers' issues are handled in a reliable, efficient, accurate and friendly way.
Your assignment
· You keep your area of responsibility in shape as new and efficiently equipped at all times during store hours;
· You deal with issues raised by customers positively and quickly thereby supporting your co-workers when they cannot resolve a need;
· You spend as much of your working time as possible in your area of responsibility, supporting and coaching your co-workers to ensure customers leave with a positive impression of the IKEA store and want to come back and shop more frequently with us;
· You optimise the relationship with the customers in order to increase customer satisfaction thereby driving sales growth and sustained long-term profitability;
· You understand the IKEA Concept and share your knowledge of it with your team, ensuring that they are aware and have access to the appropriate Inter IKEA Systems manuals and other education tools to help maximise the customers' shopping experience;
· You ensure the right number of co-workers is in the right place at the right time to serve our customers and run the department successfully;
· You work together with other functions to continuously improve the shopping experience for our customers in order to drive sustained long-term profitability;
· You have an overview of the store action plan and understand how the Customer Relations action plan supports this.
Qualifications
Your profile
· You have experience in handling and managing children (ages 4-12y.o), pre-school experience is an advantage;
· You have a strong interest in home furnishings;
· You have at least 2 years relevant experience of working in a leadership role managing a large team in a fast-paced retail environment;
· You are customer-service focused, with ability to plan staffing according to the customer flow;
· You have good communication and interpersonal skills, able to lead, influence and collaborate with others;
· You are a good problem-solver with strong analytical and numerical skills;
· You are a quick learner who can adapt to changing demands easily;
· You are emotionally resilient and are able to handle conflict - able to remain assertive and calm when confronted with challenging situations.
Additional Information
This role requires flexibility in work hours, depending on store operational requirements. Working on public holidays and weekends.
Temporary work location will be at the 17th Floor, No. 8 Rockwell Building, Hidalgo Drive, Makati City.
Please apply by 15 October 2020
SmartRecruiters

Pasay City, Metro Manila
Temporary
Full-time