Customer Relations Officer, IKEA Cheras (Full-Time)

IKEA; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

A leading company in home furnishings seeks a customer-focused individual to enhance the shopping experience. The role involves ensuring efficient service delivery, resolving customer issues, and promoting delivery and assembly services. Join us in creating joyful shopping experiences while supporting our goals for customer satisfaction and sales growth.

Qualifications

• Strong knowledge of delivery and assembly facilities.
• Ability to resolve customer complaints efficiently.

Responsibilities

• Ensure a positive shopping experience for all customers.
• Record information accurately for future improvements.
• Optimize customer relationships to drive sales growth.

Skills

Customer Service

Empathy

Communication

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 ensure a positive and joyful shopping experience for all IKEA visitors and customers. This includes in particular:
• Ensure the department is fast and efficient for our customers, and cost-effective for the IKEA store.
• Ensure that customers’ issues are handled efficiently and with empathy.
• Actively work towards fulfilling the four tasks of the store.

Your assignment

• Be helpful and friendly in approach to customers, always aiming for a win-win situation and repeat business.
• Record information accurately in relevant systems to enable analysis and improvements for future shopping experiences.
• Know the Customer Relations action plan and support the goals and targets set by the manager to ensure effective execution.
• Understand daily and weekly service targets and strive to improve service delivery.
• Develop a strong knowledge of delivery and assembly facilities and promote these to customers.
• Optimize customer relationships to drive sales growth and long-term profitability.
• Be empowered to resolve customer complaints within your authority; escalate issues when necessary with proper handover to managers.
• Understand and utilize the IKEA concept, global solutions, tools, and working methods, including relevant manuals from Inter IKEA Systems, to enhance the customer shopping experience.
• Ensure safety guidelines are met in the Customer Relations area.
• Support the front counter in E&R, Home Delivery, and Merchandise & Pick Up areas as required.

Additional Information

Please apply by 31 January 2025.