IKEA Tampines - Customer Relations Officer, Easy Buying (Full-Time)

IKEA; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading home furnishing retailer in Singapore seeks a Customer Relations Officer to enhance customer experiences and resolve inquiries in a dynamic retail environment. Applicants should have 3-5 years of relevant experience and a passion for customer service.

Qualifications

• 3-5 years of experience in customer service, retail, or hospitality.
• Strong interpersonal and communication skills.
• Ability to work retail shifts including weekends and holidays.

Responsibilities

• Provide resolutions to customer enquiries and complaints.
• Manage enquiries from walk-in and phone-in customers.
• Support team knowledge sharing and develop multi-skilled capabilities.

Skills

Customer Service

Communication

Analytical Thinking

Solution-oriented

Job description

About IKEA Singapore

IKEA is the world’s largest home furnishing retailer with 460 stores across more than 60 countries. IKEA Singapore is part of Ikano Retail, one of 12 IKEA franchisees and the only one owned by the family of Ingvar Kamprad, who founded IKEA in 1943.

IKEA Singapore creates a better everyday life 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. Ikano Pte. Ltd. owns and operates three omnichannel stores in Singapore, including IKEA Alexandra, IKEA Tampines, and IKEA Jurong. To learn more, visit IKEA.sg.

Job Description

About the job

Reporting to the Easy Buying Manager & Team Leader, you will help build and retain long-lasting relationships with new and existing customers in a multichannel retail environment by valuing and fulfilling customer needs and expectations, thereby stimulating more frequent visits. You will also support in ensuring that customers’ issues are handled efficiently and with empathy.

Your responsibilities

• Provide resolutions to customer enquiries and complaints by processing exchange and return claims, refunds, IKEA Family Member Card issues, home delivery, and other related enquiries.
• Manage enquiries from both walk-in and phone-in IKEA customers and provide service recovery.
• Support customer recovery efforts, such as working with sales and logistics teams to resolve out-of-stock cases and manage cash-on-delivery cases.
• Ensure correct orders are handed over to customers at the merchandise pick-up point.
• Assist with back-office duties such as handling oversold cases, issues with transport provider billings, and open customer cases logged in the Customer Relations Management system.
• Understand and implement department policies and procedures to ensure safety and security compliance and provide customers with a positive shopping experience.
• Support the team through knowledge sharing and develop multi-skilled capabilities to support other functions within the Customer Relations Department.

Your profile

• Minimum 3 to 5 years of experience in a fast-paced customer service, retail, or hospitality industry.
• Ability to take initiative and possess a strong sense of responsibility.
• Solution-oriented with the ability to make well-considered decisions.
• Demonstrates resilience and is a good team player.
• Passionate about customer service with a warm and engaging personality.
• Strong interpersonal and communication skills with analytical thinking.
• Able to work retail shifts, including weekends and public holidays.