Customer Experience & Recovery Specialist

IKEA; Singapore; On-site; SGD 24,000 - 32,000; Full time

Job summary

IKEA Singapore is hiring a Customer Service Associate to build lasting relationships with customers across walk-in, phone and online channels. You will handle inquiries, process exchanges and returns, and ensure orders are fulfilled with empathy and efficiency.

As part of the Customer Relations team, you will collaborate with sales and logistics to resolve stock issues and delivery concerns, while upholding policies that ensure a safe and positive shopping experience for all customers.

Qualifications

• Experience in fast-paced customer service environment.
• Ability to take initiative and responsibility.
• Strong interpersonal and communication skills.

Responsibilities

• Provide resolutions towards customer enquiries and complaints by processing exchanges and returns, refunds, IKEA Family Member Card issues, home delivery and other related customers enquiries.
• Manage enquiries from both walk in and phone in IKEA customers and provide service recovery.
• Provide customer recovery support, such as working with sales and logistics team to resolve out of stocks cases and manage cash on delivery cases, etc
• Understanding and implementing the department policies and procedures to ensure safety and security compliance and to provide customers a positive shopping experience
• Support the team through knowledge sharing, as well as become multi-skilled to support other functions within the Customer Relations Department

Skills

Customer service

Multichannel support

Communication skills

Team player

Initiative

Problem solving

Resilience

Job description

IKEA Singapore is hiring a Customer Service Associate to build lasting relationships with customers across walk-in, phone and online channels. You will handle inquiries, process exchanges and returns, and ensure orders are fulfilled with empathy and efficiency.

As part of the Customer Relations team, you will collaborate with sales and logistics to resolve stock issues and delivery concerns, while upholding policies that ensure a safe and positive shopping experience for all customers.