Customer Contact Centre Specialist (Quality Assurance)

IKEA; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

IKEA is seeking a Customer Relations professional to enhance customer experiences through quality management. The role involves engaging with customers, collecting feedback, and implementing strategies to improve service. Candidates should be passionate about customer service and skilled in communication and analysis.

Qualifications

• Proven experience in customer service roles.
• Ability to gather and analyze customer feedback.
• Familiarity with quality frameworks in customer service.

Responsibilities

• Ensure high customer service standards and quality management.
• Act as the voice of customers and provide actionable insights.
• Collaborate with business departments to meet service expectations.

Skills

Customer Service

Communication

Analytical Skills

Quality Management

Job description

Company 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.

Job Description

About the job

This role requires the incumbent to build and retain long-lasting relationship with new & existing customers in a multichannel retail environment by valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits. Understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities. Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. This shall happen by working in partnership with all business functions to contribute to commercial growth.

Your assignment

• You are responsible to ensure customers receive a consistent level of service by focusing on measuring and maintaining quality through a quality framework;
• You act as the voice of the customers by collecting and collating feedback, developing reports and providing insights and analysis via contact information sampling and using methodology defined in the quality framework;
• You proactively work with business departments in the contact centre, to understand the business plan and long-term development needs based on customer service requirements;
• You have an understanding the IKEA range and business goal, and resourceful at finding out the potential performance improvement opportunities in the contact centres, not only from a Quality stand point, but also a business point of view;
• You actively support and develop cooperation across all areas of contact centre, through close working relationship, sharing knowledge and understanding each other’s responsibilities, in order to achieve our common objectives; through open, clear internal communication which is customer focused to align with IKEA’s culture and values;
• You are to have an overview of the contact centre and customer relations action plan and understand how the Quality system and platform supporting this;
• You are the contact person for all Quality operations; both internal and external, supporting colleagues for any Quality related-issues.
  
  

Additional Information

Please apply by 13 July 2025