Customer Relations Team Leader, IPC Shopping Centre

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.

General Administrative Support:

• Champion the customer service department in developing and enforcing Standard Operation Procedure (SOP); reviewing and evaluate when necessary.
• Supervise day-to-day operations of the Customer Service Department.
• Establish guidelines for the customer service department pertaining to customer feedback and report to the respective department.
• Monitor customer service operation, identify issues and develop action plan to resolve the issues in promptly manner.
• Prepare duty roster for CSO and manage their duty.
• Prepare monthly work schedule and reports.
• Liaise with all common facilities provider, ensuring all equipment provided are in good order.
• Conduct team huddles to gather feedback and provide coaching to CSO.
• Maintain close relationship with all cross-functional stakeholders to ensure timely response in helping to solve customer issues.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Support the Marketing Department with shopper insight & support strategies to effectively make decisions that drive business growth.

Managing the Information Counter:

• Man the counter and assist customers with enquiries and provide accurate information on activities happening in the centre.
• Interact with customers and attend to their queries and feedback.
• Attend to enquiries and requests from phone calls/e-mails/Whatsapp in a professional and prompt manner.
• Manage redemption of Gift with Purchase (GWP), birthday gifts, e-vouchers, rewards, etc.
• Conduct daily stock and inventory check of all premiums.
• Recommend, promote and educate customers on the benefits of loyalty program to meet customers’ needs and objectives.
• Support day-to-day operations & administration of all loyalty programs through the CRM system.
• Manage loyalty membership programs, promotional campaigns, activities, inventory allocation and tracking of reward redemption.
• Coordinate the distribution of correspondence/circular/information to tenants.
• Ensure letters/correspondence from external parties to management are sent to the respective person.
• Respond to injuries and accidents in the centre, escalating to Duty Manager if unable to handle.
• Make general announcements over the public announcement system.

Coordination with Marketing Department:

• Coordinate marketing event briefing and ensure CSO is clear on detail of events.
• Be alert and informed of all promotional activities and events happening in the centre.
• Update marketing on promotions offered by tenants.
• Perform any ad-hoc duties as may be assigned from time to time.
  
  

• Minimum of SPM and above.
• Possess at least 3 years working experience in customer relations/tele-marketing/front desk/other related fields.
• Experience leading or supervising a team.
• Strong interpersonal skills, able to communicate in English and Bahasa Malaysia. Speaking any other additional language is an advantage.
• Aptitude in presentation and public speaking.
• Must be a team player, independent, able to multitask, have a pleasant personality and be a people person.
• Able to work on shifts, weekends and public holidays.
  
  

Please apply by 5-May-2025.