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.
ABOUT THE JOB Reporting to the Manager & Team Leaders in Easy Buying Section of Customer Relations Department, you will be the liaison officer and work with the team to provide a positive customer-serviced experience for our customers. You will support the front counter in Easy Buying, Home Delivery, COF/EComm and Merchandise & Pick Up areas when required.
YOUR ASSIGNMENT Your tasks will include:
You handled and resolved customer enquiries and complaints, exchange and returns claims, refunds, IKEA Family Member Card issues, home delivery and other related customers enquiries.
You handle enquiries from both walk in and phone in IKEA customers and provide service recovery of IKEA's external contractors.
You will follow up on Delivery when stocks arrived cases, No Stocks cases and manage Cash on Delivery cases and payment has not been collected
You will check accuracy of purchase orders and hand it over to customers or home delivery team in merchandise pick up section
You will record information, handle paper works and compile statistics, general housekeeping and other duties related to the job
You ensure that after-sales service is provided in positive and efficient manner.
You work with the department to ensure the department goals and action plans and implemented and follow up.
You record information accurately in the relevant systems so that the Department can use the resulting analysis to make
Develops a strong knowledge of the delivery and assembly facilities and provide/promote to customer.
Understanding the IKEA Concept, global solutions, tools and working methods and ensuring I use the appropriate manuals from Inter IKEA Systems to help me optimise our customers’ shopping experience.
YOUR PROFILE Your knowledge, skills and experience include:
You are a team player who value togetherness, is committed to your role and possess a strong customer serviced focus mind-set.
You have a warm personality with strong interpersonal and communication skills.
You are able to remain calm and controlled and able to provide solutions when faced with customers in stressful situations.
You are able to work in an extremely face-paced environment and skilled at multi-tasking and follow up and be able to deliver within the deadlines.
You have basic knowledge of PC and enjoy hands on operations role
You can commit to work on shifts during store operating hours, weekends and public holidays
GROWING TOGETHER IKEA offers an exciting and empowering work environment in a global marketplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.