Customer Relations Officer

• 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 drives to improve our service delivery.
• You develop a strong knowledge of the delivery and assembly facilities and provide/promote to customer.
• 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 my 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.

Requirements

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