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Customer Contact Centre Agent

Petaling Jaya, Selangor Relations Client Temps plein

Description de poste

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, Thailand and Philippines – 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

About the job

We want to fill this position with a customer-focused enthusiast who can support us in securing the IKEA brand and our overall vision of “creating a better everyday life for the many people”.

Your assignment

  • As a contact centre agent, your key responsibilities include answering inbound calls, making outbound calls, replying to emails, following up on cases and working on webchat/live chat cases.
  • You will report to the Customer Contact Centre Team Leader, responsible for providing an exceptional level of service to customers to support the IKEA stores in Malaysia.
  • You are expected to contribute positively to your individual development, as well as your fellow co-workers by engaging in best practice sharing, process improvements and customer focused solutions sharing.
  • You will be expected to perform to the basic expectation of meeting your given metrics. In addition, you will be expected to adhere to your schedules where applicable, which can include working on public holidays and weekends on rotating shifts during our operating hours. Both full-time positions available.


Your profile

  • Experience in a customer facing role, preferably in a customer support function or a contact centre managing calls and emails, in a fast-paced service/retail industry is an added advantage.
  • Fresh graduates are welcome to apply.
  • You share our belief that customer loyalty is a key to business success, and are passionate about home furnishings and customer service.
  • You enjoy interacting with people, communicate well, and have the desire to improve the experience of our customers.
  • MUST possess a good command of both English and Bahasa Malaysia. The ability to converse in Mandarin or Cantonese will be an added advantage.
  • Problem-solving, negotiation, and building trustful relationships come naturally to you.
  • You are also self-motivated, calm, empathetic, and customer focused.

More Information

Please apply by 01 August 2020.