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Customer Service Manager, IKEA Pasay City (Easy Buying)

Pasay, National Capital Region Customer Relations Full Time

Job description

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 Customer Relations Manager, this ASSISTANT MANAGER role is tasked to ensure an easy buying experience for all visitors and customers. This includes ensuring a fast and efficient after-sales experience with customers in focus; ensuring that customer orders are fulfilled accurately and in a timely manner at their homes or for collection at the store; coordination of processes and improves efficiency through change processes and initiatives between various functions such as Sales, Logistics, Customer Contact Centre, Recovery and Service providers; and encouraging good communication, and relationships with other stakeholders to help encourage a customer-focused approach to the business.

Your Assignment

  • Contribute to the development and implementation of the customer relations' action plan in the store;
  • Support the creation of a customer-focused culture, by offering a positive and seamless customer experience in the store;
  • Ensure efficient and cost-effective execution of IKEA exchanges and returns policy and a customer-friendly handling of complaints;
  • Provide customer insights to improve business and functional operations;
  • Improve workflows by bringing new initiatives that will enhance the current processes.

  • You have a strong interest in home furnishings;
  • You have at least 3 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 find solutions for customers and operational issues;
  • 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 have the energy and drive to deliver even in stressful situations.

More Information

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

Temporary work location will be at the 17th Floor, No. 8 Rockwell Building, Hidalgo Drive, Makati City.

Please apply by 30 March 2020.