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Returns & Exchanges Team Support ( Guaranteed 30 hrs)

Richmond, British Columbia Customer Relations Full Time

Job description


• You love challenges… You seek them to solve them (not to create them, though!) • You have at least 6 months of customer service work experience in retail (Returns or Cashier experience is a plus, but not necessary) • You have an amazing attention for details and can effortlessly juggle multiple priorities while keeping a smile on your face • Your customer service skills are top notch – you meet all customers with compassion and understanding, can handle long queues, and can assess a problem and deliver a solution quickly. • You are a total people-person and can strike up a conversation easily • You are quite comfortable with computers and are generally technology-savvy • You are totally cool with working in a physically demanding, fast-paced, environment (where you may have to lift heavy items that weigh up to 50 lbs. at any given time) Your Availability & Work Week • Open availability in the week is preferred; at a minimum, however, you must meet one of the following: o Open availability to work both Saturdays and Sundays, and at least one (1) full weekday (Monday to Friday) o Open availability to work both Saturdays and Sundays, and at least two (2) weeknights (Monday to Friday closing shifts)


• Ensure a positive shopping experience by greeting customers, being visible and available at all times and managing first contact resolution. • Identify customer concerns prior to processing transactions, minimizing wait times by accurately entering complete information according to set rules and guidelines. • Follow all processes and procedures to ensure stock accuracy and inventory integrity • Perform and maintain department-specific routines and procedures in the Returns & Resolutions area focusing on cleanliness and organization and always operating at Functional Review standards and ASR Rules and Guidelines. • Offer solutions to frequently-asked questions • Take initiative to educate self on changes to IKEA, products, policies, or operating procedures by using available resources • Assemble furniture when required to determine quality/usage issues • Understand global solutions, tools and working methods and the IKEA Concept; ensure the appropriate manuals and other education tools to support me in maximizing our customers’ shopping experience. • Contribute to the Returns & Resolutions action plan and take ownership for your part in its delivery. • Know daily and weekly service targets to improve our service delivery. • Have an overview and understanding of the store and Customer Relations action plans • Follow cash handling procedures to ensure the security of money handling. • Promote a safe and respectful work environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers • Assume responsibility for other tasks and projects as they occur and/or as directed


At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!


In the IKEA world, this position is officially referred to as: Exchange and Returns Co-Worker