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.
About the job
You help 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. You will also support in ensuring that customers’ issues are handled efficiently and with empathy.
To provide resolutions towards customer enquiries and complaints by processing exchange and returns claims, refunds, IKEA Family Member Card issues, home delivery and other related customers enquiries
Manage enquiries from both walk in and phone in IKEA customers and provide service recovery
Provide customer recovery support, such as working with sales and logistics team to resolve out of stocks cases and manage cash on delivery cases etc
Ensure the correct orders are handed over to customers at the merchandise pick-up point
Support in back-office duties such as oversold cases, issues with transport provider billings and open customer cases logged in Customer relations management system
Understanding and implementing the department policies and procedures to ensure safety and security compliance and to provide customers a positive shopping experience
Support the team through knowledge sharing, as well as become multi-skilled to support other functions within the Customer Relations Department
Minimum 3 years of working experience in a fast-paced customer service / retail/ hospitality industry
Good communication and interpersonal skills
Solution oriented and possess strong sense of responsibility
Has the ability to take personal initiatives and to make considered decisions
Is resilient and a good team player
Passionate about customer service and embodies a warm and engaging personality
Analytical with strong interpersonal and communication skills
Able to commit to working on retail shifts, including weekends and public holidays