Customer Relations Officer

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
· 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;
• Willing to work on weekends, shift hours and Public holidays

Please apply by DD-MMM-YYYY.