About the Job
Reporting to the Customer Contact Care Team Leader, the Temporary Contract Agent is responsible for building and maintaining strong relationships with new and existing customers in a fast-paced, multi-channel retail environment. This role focuses on understanding customer needs, motivations, and expectations to deliver a positive and seamless shopping experience that strengthens trust in the IKEA brand.
The agent will handle customer interactions across all contact centre platforms, ensuring timely, accurate, and high-quality support that drives customer satisfaction.
Your Assignment
- Deliver effective solutions by identifying customer needs and utilizing knowledge of IKEA systems, policies, and processes
- Take ownership of each customer case, providing clear timelines and consistent updates until resolution
- Meet agreed service levels by managing response times and collaborating with team members to maintain high customer satisfaction
- Apply understanding of store operations to recommend suitable solutions and promote add-on sales opportunities
- Actively listen to customers, anticipate their needs, and recommend relevant IKEA products and services to enhance their shopping experience
- Provide and receive constructive feedback to continuously improve team performance and overall customer experience
- Support IKEA Philippines customers while maintaining the IKEA tone of voice in all interactions
- Assist co-workers across the contact centre as needed, demonstrating flexibility and teamwork
- Ensure a safe, secure, and professional contact centre environment
- Stay informed about IKEA performance and contribute ideas to improve efficiency and reduce costs
Your Profile
- You have at least 1–2 years of experience in a customer-facing support role, preferably within a contact centre or customer support environment, with exposure to written channels such as WhatsApp and email
- You understand how the Customer Care Centre serves as a key support channel before, during, and after customer purchases, ensuring a seamless experience across digital touchpoints
- You are confident in handling written customer interactions, demonstrating clarity, empathy, and professionalism while maintaining the IKEA tone of voice
- You have experience in managing customer complaints or sensitive situations, and are able to provide fair, customer-focused solutions that create win-win outcomes
- You are passionate about contributing to business growth by delivering efficient, high-quality service through digital channels
- You are flexible, fast, and solutions-oriented, able to manage multiple conversations simultaneously while maintaining accuracy and attention to detail
- You demonstrate a courteous, professional, and friendly communication style in writing, ensuring every interaction reflects a positive brand experience
- You are self-motivated and reliable, with the ability to work effectively both independently and as part of a team in a fast-paced environment
- You communicate clearly and confidently in written English, with strong comprehension and attention to detail
- You are comfortable using computers and customer service tools, including chat platforms, email systems, and case management applications
Please apply by 26-Jun-2026