Customer Care Centre Agent, IKEA Malaysia

IKEA; Petaling Jaya; On-site; MYR 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a passionate Customer Care Agent to enhance customer experiences at their center. In this role, you will build lasting relationships with customers by understanding their needs and providing effective solutions. Your expertise in customer service will be vital in ensuring satisfaction across various media platforms. This position offers the opportunity to contribute to a supportive environment while working with a team committed to delivering exceptional service. If you thrive in a dynamic setting and are eager to make a difference, this role is perfect for you.

Qualifications

• 1-2 years of experience in customer-facing roles, preferably in call centers.
• Strong communication skills in English, both spoken and written.

Responsibilities

• Build and maintain long-lasting relationships with customers.
• Resolve customer needs and ensure satisfaction across all platforms.

Skills

Customer Service

Problem Solving

Communication Skills

Teamwork

Flexibility

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Customer Relationship Management (CRM) Software

Microsoft Office Suite

Job description

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.

Job Description

Based at IKEA Customer Care Centre in Damansara, the Agent is responsible for building and retaining long-lasting relationships with new and existing customers in a multi-channel retail environment by valuing and fulfilling customer needs and expectations, understanding customer motivation, and ensuring a positive shopping experience that fosters trust in the IKEA Brand. This role requires experience in customer handling to ensure customer satisfaction across all media platforms.

Your assignment

1. Be passionate about finding solutions for customers by identifying their needs and utilizing your knowledge of IKEA systems and processes.
2. Take ownership of resolving individual customer needs, communicate realistic timelines, and keep customers informed as promised.
3. Understand the impact of service response times on customer satisfaction and work individually and with colleagues to meet service levels.
4. Have good knowledge of store operations to offer appropriate solutions, including advice on add-on sales to encourage additional purchases.
5. Listen actively to customers and anticipate their needs, promoting IKEA products and services to enhance their shopping experience.
6. Seek and provide constructive feedback to colleagues to improve the overall customer experience.
7. Support IKEA Malaysia customers and ensure the best customer experience with IKEA's tone of voice.
8. Assist co-workers within and outside your department as needed, supporting a safe and secure environment for all.
9. Stay informed about IKEA's performance and look for ways to work more effectively to reduce costs.

Qualifications

Your profile

1. At least 1-2 years of experience in a customer-facing support role, preferably in a support function or call centre.
2. Good understanding of the Customer Care Centre's role as the main support channel for customers before, during, and after purchases.
3. Passionate about growing the business and developing people using your experience and skills.
4. Capable of implementing solutions with flexibility, speed, and simplicity.
5. Experienced in handling customer complaints or crises, capable of creating win-win solutions.
6. Courteous, professional, and friendly in communication, especially on the telephone.
7. Self-reliant, motivated, and able to work independently and as part of a team.
8. Confident and clear communication skills in English, both spoken and written.
9. Computer literate and comfortable with technology.

Additional Information

Please apply by 20 May 2025.