About this role
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 processesTake ownership of each customer case, providing clear timelines and consistent updates until resolutionMeet agreed service levels by managing response times and collaborating with team members to maintain high customer satisfactionApply understanding of store operations to recommend suitable solutions and promote add-on sales opportunitiesActively listen to customers, anticipate their needs, and recommend relevant IKEA products and services to enhance their shopping experienceProvide and receive constructive feedback to continuously improve team performance and overall customer experienceSupport IKEA Philippines customers while maintaining the IKEA tone of voice in all interactionsAssist co-workers across the contact centre as needed, demonstrating flexibility and teamworkEnsure a safe, secure, and professional contact centre environmentStay 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 emailYou understand how the Customer Care Centre serves as a key support channel before, during, and after customer purchases, ensuring a seamless experience across digital touchpointsYou are confident in handling written customer interactions, demonstrating clarity, empathy, and professionalism while maintaining the IKEA tone of voiceYou have experience in managing customer complaints or sensitive situations, and are able to provide fair, customer-focused solutions that create win-win outcomesYou are passionate about contributing to business growth by delivering efficient, high-quality service through digital channelsYou are flexible, fast, and solutions-oriented, able to manage multiple conversations simultaneously while maintaining accuracy and attention to detailYou demonstrate a courteous, professional, and friendly communication style in writing, ensuring every interaction reflects a positive brand experienceYou are self-motivated and reliable, with the ability to work effectively both independently and as part of a team in a fast-paced environmentYou communicate clearly and confidently in written English, with strong comprehension and attention to detailYou are comfortable using computers and customer service tools, including chat platforms, email systems, and case management applications Please apply by 26-Jun-2026