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Customer Relations Officer (Full Time)

Johor Bahru, Malaysia - Explore location Customer Relations Full Time

Job description

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

Reporting to the Customer Experience Manager, you are responsible to ensure a positive and joyful shopping experience for all IKEA visitors and customers by ensuring the department is fast and efficient for our customers, and cost-effective for the IKEA store, ensuring that customers’ issues are handled efficiently and with empathy and actively working towards fulfilling the four tasks of the store.

Your assignment

  • I am helpful and friendly in my approach to my customers, always aiming for a win-win situation and for repeat business.
  • I record information accurately in the relevant systems so that we can use the resulting analysis to make improvements to our customers’ future shopping experiences.
  • I know the Customer Relations action plan and support the goals and targets given to me by my manager to ensure the effective execution of our action plan.
  • I know our daily and weekly service targets and this drives me to improve our service delivery.
  • Develops a strong knowledge of the delivery and assembly facilities and provide/promote to customer.
  • I optimise the relationship with our customers in order to drive sales growth and sustained long-term profitability.
  • I am empowered to solve customer complaints within my level of authorisation. I recognise when I need 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.
  • Understanding the IKEA Concept, global solutions, tools and working methods and ensuring I use the appropriate manuals from Inter IKEA Systems to help me optimise our customers’ shopping experience.
  • I ensure safety guidelines are met within the Customer Relations area.
  • I am able to support the front counter in E&R, Home Delivery and Merchandise & Pick Up area when required.

  • Possesses work experience in customer handling.
  • A good team player with good communication and interpersonal skills.
  • Emotional resilience and possesses the 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;
  • You can commit to work shifts, including both weekends and public holidays.

More Information

You are invited to this Life at Home Journey with IKEA, click here to begin Life at Home Journey with IKEA. Your job application will be prioritized when you complete the Life at Home Journey with IKEA.

Please apply by 31 August 2022.

Working with us has its rewards

Wherever you work within IKEA Southeast Asia, you enjoy a wide range of benefits. Here are just some of them:

IKEA discounts

Co-workers are our most values customers and are entitled to a 15% discount on any home furnishings and food sold in our stores, from the first day of work.

Flexi benefits

We offer flexi benefits to cater our co-workers who are in different life stages with differing benefits needs. Within an annual Flexible Spending Account, co-workers can claim against dental, optical, fitness memberships or classes, vaccination or immunisation, non-insured outpatient medical expenses, health screenings, health supplements, IKEA purchases, health aid & equipment and mental health.

Maternity and paternity leave

We give mother four consecutive months of maternity leave and father receives four weeks of paid time off after a baby has arrived to help share the joys – and responsible – at home.


We enjoy special occasions together and give tokens to mark birthdays, marriage, the arrival of a baby. We reward loyalty through our Long Service Awards.

Work environment

As home furnish experts, we take pride in providing inspiring workplaces that showcase IKEA products and create a relaxed, open atmosphere where we work side by side.

Incentive plan

All co-workers may earn an annual financial reward when we meet our shared business objectives.