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Wuxi, Jiangsu - Explore location Customer Relations Full Time

Job description


• Knowledge about IKEA Brand, culture and values.
• Knowledge about change management.
• Knowledge of country employment legislation.
• Understanding of customer behaviour. Good knowledge about IKEA range and service products.
• Strong problem solving and conflict handling skills.
• Good communication skills.
• Ability to take responsibility and delegate when necessary.
• Leading business through people.
• Ability to find solutions for customers and operational issues.
• Coaching and conflict handling skill.


• Contribute to the operational implementation of the unit action plan within the team.
• Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need and user-friendly tools.
• Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible.
• Monitor and feedback on working methods, productivity and quality on team and individual level.
• Ensure the right number of competent co-workers to secure high quality for all customer contacts within the service level.
• Build a committed team with a strong culture based on customer focus, high performance and pride in their work. Contribute to the building of business competence by supporting and coaching co-workers in their daily efforts to improve according to agreed development plans.
• Monitor and follow up that the team works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety.
• Be active in the recruitment process of new co-workers.


• To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by:
• • valuing and fulfilling customer needs and expectations, thereby stimulating more and more frequent visits.
• • understanding customer motivation and expectations, and playing an active role in turning them into commercial opportunities.
• • ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.
• This shall happen by working in partnership with all business functions to contribute to commercial growth.