Customer Care Centre Agent, IKEA Malaysia

Ikanoretail; Petaling Jaya; On-site; MYR 42,000 - 64,000; Full time

Job summary

IKEA Malaysia is seeking an Agent at the Damansara Customer Care Centre to build lasting relationships with customers across multiple channels, ensuring a positive shopping experience that reinforces trust in the IKEA brand. You will resolve customer needs, provide timely updates, and support sales opportunities while maintaining IKEA's tone of voice.

Ideal candidates have 1–2 years in customer-facing roles, strong English communication, and the ability to use IKEA systems to assist customers

Qualifications

• At least 1–2 years of customer-facing experience in a support role or call centre.
• Strong knowledge of customer care processes across multiple channels.
• Excellent verbal and written English communication skills.
• Ability to communicate confidently, politely, and professionally over the phone.
• Comfortable using computers and IKEA systems to assist customers.

Responsibilities

• Identify customer needs and provide solutions using IKEA systems and processes.
• Own customer issues and provide realistic timelines, keeping customers informed.
• Support customers throughout their buying journey and promote add-on services.
• Collaborate with colleagues to meet service levels and improve the shopping experience.
• Maintain a safe and helpful contact centre environment.

Skills

Customer service

Call centre experience

Communication skills

Problem solving

English proficiency

Job description

Based at IKEA Customer Care Centre in Damansara, the Agent is responsible to build and retain a long-lasting relationship with new and existing customers in a multi-channel retail environment by valuing and fulfilling customer needs and expectations, understanding customer motivation and expectations, and ensuring a positive shopping experience that creates trust in the IKEA Brand. Among other tasks, this role requires experience in customer handling to ensure the satisfaction of the customers who contact us directly through the contact centre in all media platforms.

Your assignment

• You are passionate about getting a good solution for your customers by identifying the customers' needs and using your knowledge of the IKEA systems and processes to offer solutions.
• You take ownership for resolving your customer's individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised.
• You understand the impact of service time responses on the customers' level of satisfaction and work both individually and with your colleagues to ensure that you match your agreed service levels.
• You have a good knowledge of store operations in order to offer appropriate solutions to the customers, giving advice on add-on sales, thereby encouraging them to buy more.
• You are listening to your customers and anticipating their needs, promoting IKEA products and services in order to improve their home-to-home shopping experience.
• You actively seek feedback and give feedback constructively to your colleagues in order to improve the shopping experience of all customers.
• You will be providing support and assistance to IKEA Malaysia customers and ensuring best customer experience with IKEA tone of voice.
• You are available to help and support co-workers in your own department and other areas of the contact centre when your manager needs me to do so.
• You ensure our contact centre is always a safe and secure environment for visitors and co-workers.
• You take a keen interest in the performance of IKEA and keep yourself informed about results and look for more effective ways of working to reduce costs.

Your profile

• You have at least 1-2 years of experience in a customer facing support role, preferably in a customer support function or a call centre.
• You have a good knowledge of how the Customer Care Centre acts as the main support channel for the customers before, during, and after they have made purchases.
• You are passionate about growing business, and people together using the experience and skills of our people in the best way.
• You can make things happen with flexibility, speed and simplicity.
• You have experienced a good knowledge in handling customer complaints or crisis and are able to create a win-win scenario solution.
• You demonstrate a courteous, professional, and friendly manner on the telephone.
• You are self-reliant and motivated with a proven ability to work as part of a team as well as independently.
• You have the ability to communicate confidently and clearly (both spoken and written), in English;
• You are familiar and comfortable in using a computer.
• You are comfortable engaging customers throughout their buying journey and supporting sales opportunities through meaningful customer interactions.

Please apply by 31-October-2026