Customer Service Intern null

About IKEA Malaysia

IKEA Malaysia is part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA (a Swedish multinational conglomerate based in the Netherlands that designs and sells ready-to-assemble furniture, kitchen appliances, decoration, home accessories, and various other goods and home services). Started in 1943 by Ingvar Kamprad, IKEA has been the world's largest furniture retailer since 2008.

Your role

This is a 6-month intern position. Responsible for managing the information counter and the service provided at the information counter, managing tenant feedback, and attending to customer inquiries. Knowing the service provided by the shopping center tenants, assisting back-office on events and promotions, and other ad-hoc assignments.

Managing the Information Counter:

• To assist customers with inquiries and provide accurate information as well as activities happening in the center.
• To manage all Family Friendly Services e.g. maintain the hygiene of, Power Scooter, Wheelchair, Baby strollers, etc.
• Ensure that all customer/tenant complaint is addressed to the relevant department. Follow up on feedback forms and responses.
• Daily rounding of the Shopping Centre to ensure the common area and the facilities e.g. Family Rooms, Playland, and Funland are in good condition and well maintained.
• To assist in distributing management correspondence / circular / information to tenants.
• To record lost and found items in the center, send to Security if not claimed at the end of the business day.
• Respond to injuries and accidents in the center, and escalate to the Duty Manager if not able to handle them.
• Making general announcements over the public announcement system.
• Interacting with customers and attending to their queries and feedback
• Attend to inquiries and requests from phone calls/e-mails/Whatsapp, etc professionally and promptly.
• Manage redemption of Gift with Purchase (GWP), birthday gifts, e-vouchers, rewards, etc.
• Daily stock and inventory check of all premiums.
• Recommend, promote, and educate customers on the benefits of loyalty programs to meet customers’ needs and objectives.
• Support day-to-day operations & administration of all loyalty programs through the CRM system.
• To assist in loyalty membership program management, including promotional campaigns, activities, inventory allocation, and tracking of reward redemption.

Coordination with the Marketing Department:

• Be alert and informed of all promotion activities and events happening in the center.
• Updating the Supervisor on the promotion offered by the tenant.
• Any ad-hoc duties may be assigned from time to time.

Training & development 

IKEA provides its employees with training & development programs:

• IKEA has its system of learning and training designed for a specific job position.
• New employees receive introduction training where they learn about how the company operates, the safety and security rules, customer-friendly principles, and IKEA’s environmental approach.
• Each new employee is assigned a mentor – a colleague who answers all their questions, shows them their department, and introduces them to their colleagues.
• IKEA organizes Development talks at least once a year which is a friendly meeting with the manager where the employee and manager agree together on the employee’s future goals and development plans, etc.

Benefits

Aside from getting an attractive monthly allowance, you may also get the following internship benefits:

• Gain hands-on experience in working with the biggest home furnishing retailer in the world
• Build a professional network with the professional team in IKEA Malaysia
• Exposure to dynamic retail especially in a home-furnishing industry
• Training, mentoring, and coaching from the IKEA team

Career progression

Regardless of whether you work with IKEA for a short period, part-time, or for a lifetime, all jobs are equally important in IKEA. However, the company loves long-term relationships with its people. Therefore, many students stay at IKEA after finishing the internship. Changing paths and developing at IKEA is a common thing. 88% of IKEA leaders are recruited from within. Therefore, based on your performance and interest, you may develop your career with the company after finishing the program.

Work-life balance

Working hours at IKEA are great, regularly from Monday to Friday, from 10 AM to 10 PM. You won't bring any work to your home. Working days only allow 5 days in a week, the gap between shifts will ensure 12 hours. Specifically for this role, you'll be required to be able to work on public holidays, weekends, and shift hours.

Company culture

IKEA has been positively reviewed by a lot of its employees in various career sites. The company is described as having a fun working environment where every staff is like a family, a very good human resources management, and supportive colleagues with no gap between subordinates and superiors. The company supports each employee to optimize their potential. 

About you

To apply for this role you need to meet the following requirements:

• Current enrollment in a Diploma or Degree in Customer Relations, Marketing, Business Management, or relevant fields.
• Must be a team player, pleasant personality, and a people person.
• Able to work on shifts, weekends, and public holidays.
• Able to communicate in English and Bahasa Malaysia. Speaking any other additional language is an advantage.

How to apply

To apply for this position, click the button "Apply on employer site" on this page. We will navigate you to IKEA Malaysia's official link for this vacancy. Make sure that you have read all of the requirements mentioned above.

Sources

The sources below were used in researching this page:

• ikea.jobs.cz/en/development-in-ikea/
• ikea.com/be/en/this-is-ikea/work-with-us/students-and-graduates-kick-start-your-career-at-ikea-pub03257c90
• glassdoor.com/Reviews/IKEA-Malaysia-Reviews-EI_IE3957.0,4_IL.5,13_IN170.htm?filter.iso3Language=eng