Customer Relations Officer

2 weeks ago

Johor Bahru, Malaysia IKEA Full time

**Job ID**: REF5042C

**Date posted**: 18/04/2024

**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**
**About the job**
- To ensure a positive and joyful shopping experience for all IKEA visitors and customers. This includes in particular:

- Ensure the department is fast and efficient for our customers, and cost-effective for the IKEA store.
- Ensure that customers’ issues are handled efficiently and with empathy.
- Actively working towards fulfilling the four tasks of the store.

**Your assignment**
- Follow and adhere to cash handling procedures to ensure the security of money handling.
- Contribute to the check-out action plan and taking ownership for my part in its delivery.
- Manage the fulfilment of customers’ online orders and ensure all orders are complete, accurate, neatly packed, and delivered to the correct address within IKEA’s SLA.
- Tally articles and orders from Merchandise Pick-Up (“MPU”) section.
- Create Add-On sales order for customers who wanted to purchase delivery/ assembly/ others services after checking out.
- Print and stick sticker labels onto all articles to be delivered correctly.
- Shrink wrap articles into individual group and sort it by Transport Service Provider (“TSP”).
- Ensure timely daily handover to respective TSP and Home Delivery “HD” clears orders to be delivered, to prepare space for new delivery.
- Support the fulfilment of customers’ offline orders and other tasks as and when required.
- Contributing to the exchanges and returns action plan and taking ownership for my part in its delivery.
- To assist the supervisor in handling customer complaints positively and quickly. Listen to customer’s given feedback and pass it on to manager.
- Working with the manager to identify solutions to resolve the root cause of customer’s returns.
- Using assigned levels of authorisation to solve payment problems when it occur and recognise when there is a need to escalate an issue to someone with higher authorisation.

**Qualification**
- Possesses work experience in customer handling.
- A good team player with good communication and interpersonal skills.
- Emotional resilience and possesses ability to handle conflict. Assertive and able to remain calm and controlled when faced with emotional customers under stressful times;
- Independent, able to use and take personal initiatives to make considered decisions.
- Able to multitask and enjoy working in a fast-paced and future-oriented retail environment;
- Be passionate about customers and act to ensure a positive shopping experience;
- Willing to work on weekends, shift hours and Public holidays.

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