Customer Relations Officer

Job description 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 manner, 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. Actively work together with other departments to continuously improve the shopping experience for customers. To optimise the relationship with the customers to strive for sales growth and sustained long-term profitability for the company.