ALTERNANCE: SPECIALISTE DIVERSITÉ ET INCLUSION F/H

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

We in Customer Relations build and retain long-lasting relationships with new and existing customers in our IKEA retail environment. This includes ensuring that the appropriate customer relations' processes and tools are implemented; ensuring a fast and customer-friendly easy buying (Exchange & Return) experience; operating an efficient after-sales experience, always with the customer in focus. IKEA Sukhumvit will be part of the Emsphere retail development on Sukhumvit Road and is due to open in December 2023.

Your assignment

·  Handle all Exchange & Return and Refund transactions efficiently and accurately whilst providing the highest standards of Customer Service.
·  Attend to all complaints and claims in a friendly and professional maner, creating a positive experience for our customers, to ensure customers leave with a positive impression of the IKEA store and that they want to return and shop with us.
·  Ensure the Exchange & Return Desk is always equipped with necessary tools and documents, and ultimately always available to serve customers throughout the day.
·  Follow Cash Handling Procedures to ensure accuracy whilst dealing with transactions.
·  Utilize information from Exchange & Refund System to detect, act upon and/or escalate any product faults and sales-related issues; involve the management team if needed.
·  Contribute to the Exchange and Return action plan and take ownership for allocated deliverables.
·  Communicate to customers the generous IKEA Refund Policy and explain all related details in a clear and informative manner.
·  Live our value of 'Togetherness' by being cooperative in assisting in other job and operations-related duties as assigned.
Qualification

Your profile

·  You have solid experience working in a customer-service role in a fast-paced retail environment.
·  You have good communication and computer skills.
·  You are comfortable and fluent communicating in English.
·  You have the confidence and genuine care in resolving customer complaints.
·  You remain calm and controlled when faced with emotional customers under stressful situations.
·  You are patient and have experience in managing conflict and achieving a win-win outcome.