Ikano Retail owns and operates IKEA stores in Singapore, Malaysia, Thailand, Philippines and Mexico. We have an ambitious expansion plan and encourage our people to move between roles and even countries. We are not afraid to take on responsibility. We strive to make a positive impact on people and the planet. We laugh and have fun on a daily basis, working together. And we are always looking for people who share our values to join the IKEA family.

Reporting to the Customer Care Centre Manager, the Team Leader role is responsible to build and retain a long-lasting relationship with new and existing customers in a multi-channel retail environment by valuing and fulfilling customer needs and expectations, understanding customer motivation and expectations, and ensuring a positive shopping experience that creates trust in the IKEA brand.

• 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.

• 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, process improvements and customer focused solution sharing.

This role requires flexibility in work hours, depending on store operational requirements.

The selection process will take place continuously, so if you are interested in this exciting position, please apply by the end of January 2025.