Main Responsibilities
-To provide a proper spare part service to reduce the loss regarding product defect
-To secure an efficient & prompt invoice printing service
-Secure a good after-sales service in align with IKEA China service policies & balance the needs of customers with company benefits
-Provide prompt response &solve customer issues with urgency
-Take active responsibility that the co-workers within the area &throughout the store have a customer friendly attitude
-To support sales by securing a waiting time of exchange & return in align with global standard: 9+1 with the excellent coworker schedules
-Take responsibility for the budgeting and operating costs for the area
-Follow-up costs and KPIs and use these as a base for steering the operation towards the agreed targets in the annual business plan
-Partner with safety & loss prevention to ensure policies, proper procedures and audits are adhered to
-Operate the area according to systems, methods and guidelines stated in IKEA Concept Documentation by having a knowledge about IKEA Manuals and Rules & Guidelines
-Analyze and response to customer claims and proposals, develop action plans and follow up with target time
-Ensure having all co-workers properly trained including development programs to secure the store performance and succession needs
-Attract, develop and inspire your people. Securing that each individual is motivated in terms of:
- satisfying their own needs
- contributing to the performance of the area
- contributing to a climate of trust in your area
-Have the ability to create an environment where the IKEA values are a strong and living reality that embraces the diversity of co-workers and visitors
-Proven leadership abilities and lead by example
Knowledge
-Have a minimum of 1-2 years retail and customer service experiences
-Have management experience of team with a minimum headcount of 5-10 persons
Skills
-English is a prefer
-Good at PC application
-Excellent situational controlling & trouble-shooter |