Customer Relations Officer (Part Time)

IKEA; Johor Bahru; On-site; MYR 24,000 - 36,000; Full time

Job summary

IKEA is seeking a dedicated individual to enhance the shopping experience for customers. The role involves managing online orders, ensuring customer satisfaction, and contributing to a positive retail environment. Candidates should be proactive, resilient, and effective in communication.

Qualifications

• Experience in customer handling.
• Ability to multitask and thrive in a fast-paced retail environment.

Responsibilities

• Manage fulfillment of customers’ online orders ensuring accuracy.
• Support exchanges and returns action plans.
• Assist supervisor in handling customer complaints.

Skills

Communication

Teamwork

Emotional resilience

Decision-making

Multitasking

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. 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

About the job

To provide a positive and joyful shopping experience for all IKEA visitors and customers by practicing fast, efficient, and easy buying customer relations processes.

Your responsibilities

1. Follow and adhere to cash handling procedures to ensure the security of money handling.
2. Contribute to the check-out action plan and take ownership of its delivery.
3. Manage the fulfillment of customers’ online orders, ensuring all orders are complete, accurate, neatly packed, and delivered within IKEA’s SLA.
4. Tally articles and orders from the Merchandise Pick-Up (“MPU”) section.
5. Create Add-On sales orders for customers wanting to purchase delivery, assembly, or other services after checkout.
6. Print and stick sticker labels onto all articles to be delivered correctly.
7. Shrink wrap articles into individual groups and sort by Transport Service Provider (“TSP”).
8. Ensure timely daily handover to respective TSP and Home Delivery (“HD”) for order delivery, and prepare space for new deliveries.
9. Support the fulfillment of offline customer orders and other related tasks as required.
10. Contribute to exchanges and returns action plans, taking ownership of your part in their delivery.
11. Assist the supervisor in handling customer complaints positively and promptly, listening to feedback and passing it on to management.
12. Work with the manager to identify solutions to resolve the root causes of customer returns.
13. Use authorized levels of decision-making to resolve payment issues, escalating when necessary.

Qualifications

1. Experience in customer handling.
2. Good team player with strong communication and interpersonal skills.
3. Emotional resilience, capable of handling conflict, remaining calm and assertive under stress.
4. Independent, proactive, and able to make considered decisions.
5. Ability to multitask and thrive in a fast-paced retail environment.
6. Passionate about ensuring a positive shopping experience.
7. Willing to work on weekends, shifts, and public holidays.

Additional Information

Please apply by DD-MMM-YYYY.