Customer Relations Officer (i-Counter) at IPC Shopping Centre

IKEA; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A well-known global retail brand is seeking a dedicated individual for their Information Counter in Petaling Jaya. This role focuses on enhancing customer experience by managing inquiries and coordinating services in a vibrant shopping environment. Ideal candidates will possess strong interpersonal skills, customer relations experience, and be capable of communicating effectively in English and Bahasa Malaysia. Flexibility to work shifts, weekends, and public holidays is required.

Qualifications

• Able to work shifts, weekends, and public holidays.
• Experience in customer relations, telemarketing, or front desk roles.
• Pleasant personality and a people person.

Responsibilities

• Manage the Information Counter and assist customers.
• Monitor common facilities and maintain hygiene.
• Liaison between tenants and management on operational matters.
• Respond to customer inquiries via multiple channels.

Skills

Customer relations experience

Strong interpersonal skills

Ability to communicate in English and Bahasa Malaysia

Team player

Education

SPM and above

Job description

Overview

GREAT place for shopping, leisure and meetings for my family and friends; with a GOOD MIX of retail offering that making every wishes AFFORDABLE.

Located at the heart of the upmarket and affluent Damansara neighbourhood, IPC Shopping Centre attracts a sophisticated customer profile and adjoins IKEA Damansara, one of the most successful stores in the IKEA family that ranks in the top 10 worldwide for footfall. We are one of the first to many shopping centres under Ikano Centre’s portfolio across the Southeast Asian region.

IPC Shopping Centre is a family-friendly shopping destination that is more than just shopping. It is So Much More as there are more than just transactional experience. IPC is a place where people want to return to, over and over again. In IPC Shopping Centre, we strive to bring bright smiles and laughter to our shoppers.

Job Description / Responsibilities

• Managing the Information Counter: to man the i-counter and assist customers with inquiries and provide accurate information as well as activities happening in the centre.
• To manage and monitor all common facilities and common areas provided are in good condition and well maintained.
• To manage and monitor all Family Friendly Services e.g. maintain the hygiene of, Power Scooter, Wheelchair, Baby stroller, etc.
• To ensure that all customer / tenant complaints are addressed to the relevant department. Follow up on feedback forms and response.
• To be the main liaison between tenants and the management on daily operational matters.
• Distribute management correspondence / circular / information to tenants.
• To record lost and found items in the centre, send to Security if not claimed at end of business day.
• Respond to injuries and accidents in the centre, escalate to Duty Manager if not able to handle.
• Making general announcements over the public announcement system.
• Interacting with customers and attending to their queries and feedback.
• Attend to enquiries and requests from phone calls/e-mails/WhatsApp and etc in a professional and prompt manner, provide timely updates and responses to both customers and management.
• Manage the redemption of Gift with Purchase (GWP), birthday gifts, e-vouchers, rewards, and other marketing initiatives. This includes providing regular status updates to the management.
• Conduct daily stock and inventory checks of all premiums, including reporting to the marketing department.
• Recommend, promote and educate customers on the benefits of loyalty program to meet customers’ needs and objectives.
• To familiarize with and support the day-to-day operations and administration of all loyalty programs through the CRM system, as well as EV charging stations, Traffas workpods, and RBBC, according to the SOP and policy.
• Manage loyalty membership programs, promotional campaigns, activities, inventory allocation and tracking of reward redemption.
• To manage the on-site customer experience at EV charging stations, Traffas work pods, and handle inquiries regarding RBBC. This includes reporting to the management team and following up with customers.
• To conduct sharing sessions related to customer service in coworker meeting forums.
• Coordination with Marketing Department: Be alert and informed of all promotion activities and events happening in the centre.
• Updating Supervisor on promotions offered by tenants.
• Any ad-hoc duties as may be assigned from time to time.

Qualifications

• Minimum of SPM and above.
• Able to communicate in English and Bahasa Malaysia. Speaking any other additional language is an advantage.
• Experience in customer relations / tele-marketing / front desk / other related field.
• Strong interpersonal skills.
• Must be a team player, pleasant personality and a people person.
• Able to work on shift, weekends and public holidays.

Additional Information

Please apply by 10-November-2025.