Job Description
Are you passionate about creating unforgettable customer experiences? Join Ikano as a Customer Relations Officer at IKEA Alexandra and become the face of our brand. In this 1-year contract role, you will report directly to the Shopping Experience Manager and act as the vital link between our customers and the store operations. Your mission: to deliver a positive, joyful, and seamless shopping journey that turns visitors into loyal advocates.
You will handle customer inquiries, resolve concerns with empathy and efficiency, and collaborate with various departments to ensure every touchpoint exceeds expectations. From greeting customers at the entrance to managing feedback and complaints, your proactive approach will set the tone for a world-class retail experience. If you thrive in a fast-paced environment and take pride in making people smile, this is your opportunity to shine.
At IKEA Alexandra, we believe that small actions create big impacts. You will support events, coordinate with the service desk, and gather insights to continuously improve our offerings. Your work will directly contribute to strengthening the IKEA brand in Singapore. Join us and turn every customer interaction into a moment of happiness.
Responsibilities
- Act as the primary point of contact for customer inquiries, feedback, and complaints, ensuring timely and satisfactory resolution.
- Collaborate with the Shopping Experience Manager to implement customer service initiatives that enhance the overall shopping journey.
- Coordinate with floor teams to maintain a welcoming and organized store environment.
- Monitor customer satisfaction metrics and report insights to drive continuous improvement.
- Assist in organizing in-store events and promotions to boost customer engagement.
- Manage the customer service desk operations, including returns, exchanges, and product information.
- Support omnichannel customer queries via phone, email, and social media channels.
- Train and mentor junior staff on customer service best practices and IKEA values.
Qualifications
- Diploma in any discipline; additional certifications in customer service or retail management are a plus.
- At least 1–2 years of experience in a customer-facing role, ideally in retail or hospitality.
- Excellent verbal and written communication skills in English; proficiency in Mandarin or Malay is an advantage.
- Strong problem-solving abilities with a calm and empathetic demeanor under pressure.
- Proficient in using CRM software, point-of-sale systems, and Microsoft Office.
- Ability to work on a rotating shift basis, including weekends and public holidays.
- A genuine passion for helping people and creating memorable experiences.
- Knowledge of IKEA products and home furnishing is a bonus.