Customer Service Representative
4 weeks ago
About the Role
We are seeking a skilled Customer Service Representative to join our team at IKEA Tampines. As a key member of our customer relations department, you will play a vital role in delivering exceptional customer experiences and ensuring customer satisfaction.
Your Key Responsibilities
- Provide resolutions to customer enquiries and complaints by processing exchange and returns claims, refunds, and IKEA Family Member Card issues.
- Manage enquiries from both walk-in and phone-in IKEA customers and provide service recovery.
- Support the sales and logistics teams to resolve out-of-stock cases and manage cash-on-delivery cases.
- 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 the Customer Relations Management system.
- Implement department policies and procedures to ensure safety and security compliance and provide customers with a positive shopping experience.
- Support the team through knowledge sharing and 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, or hospitality industry.
- 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.
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