Customer Relations Officer - Exchange & Return (Part Time), IKEA Damansara

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

• You are helpful and friendly in approaching customers, always aiming for a win-win situation and for repeat business.
• You record information accurately in the relevant systems so that we can use the resulting analysis to make improvements to our customers’ future shopping experiences.
• You know the Customer Relations action plan and support the goals and targets given to you by your manager to ensure the effective execution of our action plan.
• You know our daily and weekly service targets and drive to improve our service delivery.
• You develop a strong knowledge of the delivery and assembly facilities and provide/promote to customers.
• You optimise the relationship with our customers in order to drive sales growth and sustained long-term profitability.
• You are empowered to solve customer complaints within your level of authorisation. You recognise when you need to escalate an issue and then pass on the relevant information to a manager to deal effectively with the customer.
• Understanding the IKEA Concept, global solutions, tools and working methods and ensuring you use the appropriate manuals from Inter IKEA Systems to help you optimise our customers’ shopping experience.
• You ensure safety guidelines are met within the merchandise & pick up area and service desk area.
• You are able to support the front counter and merchandise & pick up area when required.

Qualifications

• Ability to work in a multi-tasking environment with attention to detail.
• Excellent customer service and able to manage walk-in/write-in customer complaints in accordance with standard operating procedures (SOP) wordings and rules.
• Possess a professional attitude when dealing with various stakeholders.
• Good with paperwork, recording logs of events and enjoys working in a fast environment to cater to IKEA customers.
• Must have a good command of English and Bahasa Malaysia.
• Willing to work on weekends and public holidays.