• 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.