- 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.
- You can commit working on AM/PM shift, including weekends and public holidays.
- You have solid experience working in a customer-service role in a fast-paced retail environment.
- You have good communication and computer skills.
- You are comfortable and fluent communicating in English.
- You have the confidence and genuine care in resolving customer complaints.
- You remain calm and controlled when faced with emotional customers under stressful situations.
- You are patient and have experience in managing conflict and achieving a win-win outcome.
Please apply by 31 October 2026.