Customer Care Centre Agent

Responsibilities

• Deliver effective solutions by identifying customer needs and utilizing IKEA systems, policies, and processes
• Take ownership of customer cases, providing clear timelines and consistent updates until resolution
• Meet agreed service levels by managing response times and collaborating with team members
• Recommend suitable solutions and promote add-on sales opportunities based on store operations
• Actively listen to customers and recommend relevant IKEA products and services
• Support IKEA Philippines customers while maintaining the IKEA tone of voice
• Assist co-workers across the contact centre to ensure a professional environment

Requirements

• 1–2 years of experience in a customer-facing support role, preferably in a contact centre
• Experience with written channels such as WhatsApp and email
• Ability to handle customer complaints and sensitive situations with empathy and professionalism
• Strong written English communication skills with high attention to detail
• Proficiency in using computers, chat platforms, email systems, and case management applications
• Ability to manage multiple conversations simultaneously in a fast-paced environment

About the Company

The IKEA vision is to create a better everyday life for the many people 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 are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.