Customer Relations Officer - Exchange & Return, IKEA Damansara (Full-Time)

Job ID: REF5001H

Date posted: 05/12/2024

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 Assignment

• You are helpful and friendly in approaching customers, always aiming for a win-win situation and for repeat business.
• You record information accurately in the relevant systems so that we can use the resulting analysis to make improvements to our customers’ future shopping experiences.
• You know the Customer Relations action plan and support the goals and targets given to you by your manager to ensure the effective execution of our action plan.
• You know our daily and weekly service targets and drives to improve our service delivery.
• You develop a strong knowledge of the delivery and assembly facilities and provide/promote to customer.
• You optimise the relationship with our customers in order to drive sales growth and sustained long-term profitability.
• You are empowered to solve customer complaints within my level of authorisation. You recognise when you need to escalate an issue and then pass on the relevant information to a manager to deal effectively with the customer.
• Understanding the IKEA Concept, global solutions, tools and working methods and ensuring you use the appropriate manuals from Inter IKEA Systems to help you optimise our customers’ shopping experience.
• You ensure safety guidelines are met within the merchandise & pick up area and service desk area.
• You are able to support the front counter and merchandise & pick up area when required.

Your profile

• Have 2 - 3 years working experience in customer service with administrative background.
• Ability to work in a multi-tasking environment with attention to detail.
• Excellent customer service and able to manage walk in/write in customer complains in accordance to standard operating procedures (SOP) wordings and rules.
• Possess professional attitude when dealing with various stake holders.
• Good with paperwork’s, recording logs of events and enjoys working in fast environment to cater to IKEA customers.
• Good structured way of doing follow ups on open cases.
• Must have good command of English and Bahasa Malaysia.
• Ability to use and take personal initiatives and to make considered decisions.
• Willing to work on weekends and public holidays.

Important Note:
You are invited to the Life at Home journey with IKEA. Click >>here* to begin your journey. Kindly note that your job application will be processed when you complete the assignment.

• If you can't access the link, please go to the original job posting at Smart Recruiter.

Working with us has its rewards

Wherever you work within IKEA Southeast Asia, you enjoy a wide range of benefits. Here are just some of them:

IKEA discounts

Co-workers are our most values customers and are entitled to a 15% discount on any home furnishings and food sold in our stores, from the first day of work.

Flexi benefits

We offer flexi benefits to cater our co-workers who are in different life stages with differing benefits needs. Within an annual Flexible Spending Account, co-workers can claim against dental, optical, fitness memberships or classes, vaccination or immunisation, non-insured outpatient medical expenses, health screenings, health supplements, IKEA purchases, health aid & equipment and mental health.

Maternity and paternity leave

We give mother four consecutive months of maternity leave and father receives four weeks of paid time off after a baby has arrived to help share the joys – and responsible – at home.

Gifts

We enjoy special occasions together and give tokens to mark birthdays, marriage, the arrival of a baby. We reward loyalty through our Long Service Awards/

Work environment

As home furnish experts, we take pride in providing inspiring workplaces that showcase IKEA products and create a relaxed, open atmosphere where we work side by side.

Incentive plan

All co-workers may earn an annual financial reward when we meet our shared business objectives.

Free Parking

All co-workers are given free parking.

Please apply by 22 December 2024.