Customer Relations Team Leader - IKEA Thailand

This role focuses on leading the Customer Relations department to ensure efficient operations and high customer satisfaction. You will drive a customer-centric culture by coaching the team and optimizing service standards. The position involves managing the exchange and return processes while building strong relationships with customers to support sales growth. You will also coordinate with various store functions to resolve recurring issues and improve the overall shopping experience.

You will be responsible for planning workforce schedules to ensure the right number of staff are available to serve customers effectively. The role requires you to assist customers with transport and assembly services while maintaining a high level of service. You will support your team in handling customer inquiries and ensuring they understand their contribution to the store's success. Ultimately, you will inspire your team to deliver exceptional service that encourages customers to return.

• Ensure the Customer Relations department operates efficiently and cost-effectively
• Identify root causes of recurring customer issues by collaborating with other functions
• Continuously improve the exchange and return processes to enhance the customer experience
• Optimize customer relationships to drive sales growth and long-term profitability
• Assist customers with transport and assembly services at the Service or Home Delivery Desk
• Handle customer issues directly and provide support to the team in resolving them
• Ensure the team understands their role in improving the customer experience
• Coach co-workers to maintain high service standards and leave a positive impression
• Plan workforce schedules to ensure the right number of staff are available at the right time
• Drive a customer-centric culture throughout the store

• Solid experience in a customer-service role within a fast-paced retail environment
• Ability to understand customers' emotional needs and translate them into commercial solutions
• Good understanding of the IKEA multichannel shopping experience and exchange/return processes
• Familiarity with IKEA customer relations processes, tools, and after-sales service
• Strong interpersonal and communication skills with a customer-focused mindset
• Fluent communication skills in English
• Proven track record of successfully leading a team

• Passion for developing people and growing personal competence
• Appreciation for driving team cohesion and togetherness
• Interest in contributing to social initiatives and community engagement