Customer Relations Officer, IKEA

IKEA

Location:
Malaysia, Petaling Jaya

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Role focuses on managing the i-counter, assisting customers, managing family-friendly services and facilities, addressing complaints, and liaising with tenants on operational matters. Includes promoting loyalty programs, managing inventory, overseeing promotional campaigns, and handling inquiries related to EV charging stations and other facilities.

Job Responsibility:

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
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
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

Requirements:

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

Additional Information:

Job Posted:
October 11, 2025

Expiration:
November 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Relations Officer

IKEA

Location:Malaysia, Petaling Jaya

Category:Customer Service

Contract Type:Employment contract