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
Reporting to the Customer Contact Care Team Leader, the Temporary Contract Agent is responsible for building and maintaining strong relationships with new and existing customers in a fast-paced, multi-channel retail environment. This role focuses on understanding customer needs, motivations, and expectations to deliver a positive and seamless shopping experience that strengthens trust in the IKEA brand.
The agent will handle customer interactions across all contact centre platforms, ensuring timely, accurate, and high-quality support that drives customer satisfaction.
Your Assignment
Deliver effective solutions by identifying customer needs and utilizing knowledge of IKEA systems, policies, and processes
Take ownership of each customer case, providing clear timelines and consistent updates until resolution
Meet agreed service levels by managing response times and collaborating with team members to maintain high customer satisfaction
Apply understanding of store operations to recommend suitable solutions and promote add-on sales opportunities
Actively listen to customers, anticipate their needs, and recommend relevant IKEA products and services to enhance their shopping experience
Provide and receive constructive feedback to continuously improve team performance and overall customer experience
Support IKEA Philippines customers while maintaining the IKEA tone of voice in all interactions
Assist co-workers across the contact centre as needed, demonstrating flexibility and teamwork
Ensure a safe, secure, and professional contact centre environment
Stay informed about IKEA performance and contribute ideas to improve efficiency and reduce costs
Qualification
Your Profile
You have at least 1–2 years of experience in a customer-facing support role, preferably within a contact centre or customer support environment, with exposure to written channels such as WhatsApp and email
You understand how the Customer Care Centre serves as a key support channel before, during, and after customer purchases, ensuring a seamless experience across digital touchpoints
You are confident in handling written customer interactions, demonstrating clarity, empathy, and professionalism while maintaining the IKEA tone of voice
You have experience in managing customer complaints or sensitive situations, and are able to provide fair, customer-focused solutions that create win-win outcomes
You are passionate about contributing to business growth by delivering efficient, high-quality service through digital channels
You are flexible, fast, and solutions-oriented, able to manage multiple conversations simultaneously while maintaining accuracy and attention to detail
You demonstrate a courteous, professional, and friendly communication style in writing, ensuring every interaction reflects a positive brand experience
You are self-motivated and reliable, with the ability to work effectively both independently and as part of a team in a fast-paced environment
You communicate clearly and confidently in written English, with strong comprehension and attention to detail
You are comfortable using computers and customer service tools, including chat platforms, email systems, and case management applications
