Customer Contact Centre Specialist (Business Leadership)

IKEA; Shah Alam; On-site; MYR 36,000 - 48,000; Full time

Job summary

A leading company in home furnishings is seeking a Customer Contact Centre Lead to enhance customer satisfaction across all media. The role involves training agents, managing product knowledge, and improving customer experience by addressing queries and feedback. Ideal candidates have a background in customer support and a passion for the IKEA product range.

Qualifications

• At least 2 years of experience in a customer support role.
• Good knowledge of customer shopping journey and IKEA Customer Meeting Points.

Responsibilities

• Provide training and support for CCC Agents on IKEA product range.
• Ensure product range knowledge base is up-to-date.
• Support development of strategic learning modules for the CCC.

Skills

Problem Solving

Conflict Management

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

This role requires the incumbent to ensure the satisfaction of all customers who connect with our contact centre across all media by leading the Customer Contact Centre (CCC) agents. The goal is to identify and provide services and solutions to customer queries using in-depth knowledge of the IKEA product range and services. The role involves gathering specific information from customers to improve the shopping experience both in-store and online, and providing insights to the department.

Your responsibilities

1. Provide training and support for CCC Agents on IKEA product range and services.
2. Collaborate with Learning & Development to establish insights and maintain development plans related to product range & services, working with the national activity calendar.
3. Act as a key contributor and facilitator for new hire onboarding training, focusing on the store customer journey, product ranges, and services.
4. Ensure that the product range and services knowledge base are created and kept up-to-date.
5. Support by providing solutions to queries and feedback on product-related issues to CCC agents, ensuring good customer experience and addressing FAQs accordingly.
6. Stay updated with the latest commercial activation activities and launches, providing feedback to the CCC team as needed.
7. Represent the Customer Contact Centre in understanding the impact of good customer service by participating in meetings and feedback sessions focused on the Customer Buying Journey.
8. Support the development of strategic and targeted learning modules and materials for the CCC.

Qualifications

Your profile

1. At least 2 years of experience in a customer support role or within the IKEA commercial team, particularly in Sales or Recovery.
2. Proven track record in problem solving and conflict management.
3. Good knowledge of the customer shopping journey, both physical and digital, and understanding of IKEA Customer Meeting Points (CMP).
4. Relevant knowledge of IKEA product range & services, processes, digital tools, systems, and working methods.
5. Good communication skills in English and other local languages.
6. Passionate about growing business and people, effective in networking and interacting with diverse people and situations, using skills to motivate others.

Additional Information

Please apply by 1 June 2025.