Company Description
About IKEA Singapore
IKEA is the worlds largest home furnishing retailer with 460 stores across more than 60 countries. IKEA Singapore is part of Ikano Retail, one of 12 IKEA franchisees and the only one owned by the family of Ingvar Kamprad, who founded IKEA in
IKEA Singapore creates a better everyday life 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. Ikano Pte. Ltd. owns and operates three omnichannel stores in Singapore, including IKEA Alexandra, IKEA Tampines and IKEA Jurong. To learn more, visit IKEA.sg.
Job Description
About the job
Reporting to the Easy Buying Manager & Team Leader, you will help 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. You will also support in ensuring that customers issues are handled efficiently and with empathy.
Your assignment
To provide resolutions towards customer enquiries and complaints by processing exchange and returns claims, refunds, IKEA Family Member Card issues, home delivery and other related customers enquiries
Manage enquiries from both walk in and phone in IKEA customers and provide service recovery
Provide customer recovery support, such as working with sales and logistics team to resolve out of stocks cases and manage cash on delivery cases, etc
Ensure the correct orders are handed over to customers at the merchandise pick-up point
Support in back-office duties such as oversold cases, issues with transport provider billings and open customer cases logged in Customer relations management system
Understanding and implementing the department policies and procedures to ensure safety and security compliance and to provide customers a positive shopping experience
Support the team through knowledge sharing, as well as become multi-skilled to support other functions within the Customer Relations Department
Your profile
Minimum 3 to 5 years of working experience in a fast-paced customer service / retail/ hospitality industry
Has the ability to take initiative and possess a strong sense of responsibility
Solution-oriented and make well-considered decisions
Demonstrates strong resilience and is a good team player
Passionate about customer service and embodies a warm and engaging personality
Analytical with strong interpersonal and communication skills
Able to commit to working on retail shifts, including weekends and public holidays
