Customer Contact Centre Specialist (Business Leadership)

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.

About the job
This role requires the incumbent to ensure the satisfaction of all customers who get in connected with our contact centre in all medias by leading the Customer Contact Centre (CCC) agents to identify and provide services and solutions to our customer’s queries using in-depth knowledge of the IKEA product range and services. To gather specific information from our customers with an aim to improve our customer shopping experience both in-store and online and providing these insights to my department. 
 

Your assignment

• You are responsible to provide training and support for CCC Agents on IKEA product range and services;
• You collaborate with Learning & Development to establish insights and maintain development plans related to product range & services by working with the national activity calendar;
• You act as a key contributor and facilitator for new hire onboarding training specifically related to the overall store customer journey, product ranges & services;
• You take ownership in making sure that the product range and services knowledge base are created where needed and are up-to-date;  
• You support by providing solutions to query and feedback on product related issues to CCC agents to secure good customer experience for our customers whilst ensuring MFAQs related to products & services are addressed accordingly;
• You are up-to-date with the latest commercial activation activities and launches and provide necessary feedback when required to the CCC team;
• You represent the Customer Contact Centre in understanding the impact of good customer service experience by participating in meeting and feedback sessions that focuses on the overall Customer Buying Journey and updating the CCC Team;  
• You support in building strategic and targeted learning modules and materials to support learning activities in the Customer Contact Centre.

Your profile

• You have at least 2 years of experience in a customer support function or in IKEA commercial team particularly in Sales or Recovery;  
• You have experience and with proven track record in problem solving and conflict management;  
• You have good knowledge on customer shopping journey, both physical and digital, and good understanding on the various IKEA Customer meeting points (CMP);
• You have good knowledge on IKEA product range & services offered possess relevant knowledge on processes, digital tools, systems and working methods;
• You possess good communication skills in English and other local language(s);
• You are passionate about growing business and people together, networking and interacting effectively with different people and situations; thus using the experience and skills in the best way to motivate

Please apply by 1 June 2025