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Customer Relations Officer

Singapore Customer Relations Full Time

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

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 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.
  • You will support in the verification and the packing of IKEA articles for customers' purchase to be send to MGL/Singpost
  • Understanding the department policies and procedures, you will support the department in its functional review and sec check to ensure compliance and to provide customers a positive shopping experience


Your knowledge, skills and experience include:

  • You are a strong 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 handle stress and work in an extremely face-paced environment
  • You are 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 and physical role
  • 5 days work week inclusive of both weekends and public holidays. Your shift can commence as early as 0600 hours and end as late as 0000 hours.

More Information

Please apply by 31 December 2019