Customer Relations Team Leader

Mandaue City, CEBU, ph May 25, 2026 Full Time

About the job

Reporting to the Store Manager, this Team Leader role is to ensure a positive and joyful shopping experience for all IKEA visitors and customers. This is done by ensuring Easy Buying department is fast and efficient for our customers, and cost-effective for the IKEA store, handles customer’s issue in reliable and friendly way and supported co-workers in their daily work.

Your assignment

You will lead and manage in the store to fulfil the following:

You 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 frequent visits;
You understand customer motivation and expectations and play an active role in turning them into commercial opportunities;
You ensure a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit;
You coordinate with finance team regarding POS transactions and participate in the End of Day processes;
You participate in system enhancements for any upgrades and updates;
You can effectively communicate with customers (online and in person) and address customer inquiries, concerns and issues promptly;
You monitor and support the Easy Buying Manager in achieving the weekly, monthly and yearly KPIs;
You handle aftersales processes, including: deliveries, system issues and concerns, exchanges and returns of items, and merchandise store collections
You lead by example in terms of customer focus, co-operation with other departments, simplicity and giving and taking responsibility to optimise customers’ experience;
You are expected to assist customers to arrange for transport and assembly services through a well-managed Service or Home Delivery Desk

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.

Your profile

You are passionate about home furnishing, people's life at home and the IKEA range of products and services;
You have good communication and interpersonal skills;
You have ability to find solutions for customer and operational issues;
You have good attention to details by being persistent, structured and accurate;
You are able to accept criticism and deal calmly and effectively within high-stress situations;
You are passionate about customers and act to ensure a positive shopping experience;
You enjoy working in a fast-paced and future-oriented retail environment

We offer many benefits at IKEA other than just having the opportunity to work for a global company! Along with a focus on your personal and career development goals and being a part of an inclusive culture driven by values, you will be entitled to great initiatives including Annual leave, Medical and Dental, Family & Community leave, Co-worker discount, subsidized meals in our Co-worker Restaurant, Bonus program, full training and inductions.

This role requires flexibility in work hours depending on store operational requirements. Working on public holidays and weekends.