Customer Service Officer, IPC Shopping Centre

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.

Managing the Information Counter:

• To man the i-counter and assisting customers with enquiries and provide accurate information as well as activities happening in the centre.
• To manage and monitor all common facilities and common area provided are in good condition and well maintained
• To manage and monitor all Family Friendly Services e.g. maintain the hygiene of, Power Scooter, Wheelchair, Baby stroller, etc.
• To ensure that all customer / tenant complaint is addressed to relevant department. Follow up on feedback forms and response.
• To be the main liaison between tenants and the management on daily operational matters.
• Distribute management correspondence / circular / information to tenant.
• To record lost and found items in the centre, send to Security if not claimed at end of business day.
• Respond to injuries and accidents in the centre, escalate to Duty Manager if not able to handle.
• Making general announcement over the public announcement system.
• Interacting with customers and attending to their queries and feedback
• Attend to enquiries and requests from phone calls/e-mails/Whatsapp and etc in a professional and prompt manner, provide timely updates and responses to both customers and management.
• Manage the redemption of Gift with Purchase (GWP), birthday gifts, e-vouchers, rewards, and other marketing initiatives. This includes providing regular status updates to the management.
• Conduct daily stock and inventory checks of all premiums, including reporting to the marketing department.
• Recommend, promote and educate customers on the benefits of loyalty program to meet customers’ needs and objectives.
• To familiarize with and support the day-to-day operations and administration of all loyalty programs through the CRM system, as well as EV charging stations, Traffas workpods, and RBBC, according to the SOP and policy.
• Manage loyalty membership programs, promotional campaigns, activities, inventory allocation and tracking of reward redemption.
• To manage the on-site customer experience at EV charging stations, Traffas work pods, and handle inquiries regarding RBBC. This includes reporting to the management team and following up with customers.
• To conduct sharing sessions related to customer service in coworker meeting forums.

• Coordination with Marketing Department:

• Be alert and informed of all promotion activities and event happening in the centre.
• Updating Supervisor on promotion offered by tenant.
• Any ad-hoc duties as may be assigned from time to time.

• Minimum of SPM and above.
• Able to communicate in English and Bahasa Malaysia. Speaking any other additional language is an advantage.
• Experience in customer relation / tele-marketing / front desk / other related field.
• Strong interpersonal skills.
• Must be a team player, pleasant personality and a people person.
• Able to work on shift, weekend and public holidays.

Please apply by 6-April-2025.