Customer Care Centre Agent

Job Description

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

Qualifications

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

Additional Information

Please apply by 26-Jun-2026