Customer Care Centre Team Leader, IKEA Malaysia

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.

About the job

Reporting to the Customer Care Centre Manager, this 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.

Your assignment

• 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.

Your profile

• You have at least 2-3 years of leadership experience handling 15-20 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 English and in the local language(s). 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.

Additional Information

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

The work location will be at the IKEA Damansara, Malaysia.

Please apply by 15 April 2025