Customer Relations Officer

2 weeks ago

Kuala Lumpur, Malaysia IKEA Full time

**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, Thailand and Philippines - 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 build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits, understanding customer motivation and expectations and play an active role in turning them into commercial opportunities, ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. This shall happen by working in partnership with all business functions to contribute to commercial growth.

**YOUR ASSIGNMENT**
- Being helpful and friendly in approach to customers, always aiming for a win-win situation and for repeat business.
- Ensuring work space is effectively equipped at all times throughout the day and ready as well as available to help customers when needed.
- Have the knowledge, confidence and desire to resolve customer complaints by dealing positively and quickly with any issues they raise.
- Have the knowledge, confidence and desire to make the buying process as easy as possible for our customers.
- Always ensure we listen to our customers and use knowledge of both the IKEA product range and how retailing works in order to offer informed solutions and resolve customer issues
- Empowered to solve customer complaints within level of authorisation as well as recognise when to escalate an issue and then pass on the relevant information to a manager for him/her to be able to deal effectively with the customer.
- Record information accurately in the relevant systems so that we can use the resulting analysis to make improvements to our customers’ future shopping experiences.
- Ensure the IKEA store is a safe and secure environment at all times for visitors and colleagues.

**Qualification**
- Good at quickly building rapport with people from different (cultural) backgrounds.
- Emotional resilience and ability to handle conflict (assertive and able to remain calm when confronted with angry and/or upset customers).
- Ability to use and take personal initiatives and to make considered decisions.
- Ability to work alone but also as a team player.
- Common sense with attention to detail.
- A flexible approach/open to change.
- Computer literate.
- Experience of working in a high volume and fast paced retail environment.
- Ability to prioritise and organise own work to make efficient use of time available.
- Ability to work in a multi-tasking environment.
- Interested in Home Furnishing.

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