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Job no: 529321
Work type: Full time
Location: Shatin 沙田
Job posting date:


The first IKEA Hong Kong store was opened in 1975. Today, IKEA Hong Kong & Macau has five stores which are in Causeway Bay, Kowloon Bay, Shatin, Tsuen Wan and Taipa Macau. Merchandise pick-up points are located in Hong Kong Island East and Macau. IKEA Hong Kong & Macau is a member of the Dairy Farm Group of Companies that also operate IKEA retail stores in Taiwan and Indonesia.

We’re a diverse group of down-to-earth, straightforward people with a passion for home furnishing. We come from all over the world, but we share an inspiring vision:

“to create a better everyday life for the many people”. How we realize this vision is based on our shared humanistic values. These values guide our work and build our inclusive, open and honest culture. It’s all based on a spirit of togetherness and enthusiasm. We work hard, but we have fun doing it. We’re always looking for people who share our positive attitude and values.

Customer Support Generalist


  • You have a basic knowledge of IKEA product and service range
  • You have a knowledge about customer care and complaint handling
  • You have a knowledge about sales & customer relations related processes, tools & working methods and how to work with other departments including logistics, fulfilment, sales & payment handling
  • You have good communication skills for given contact channels
  • You are able to understand customer needs and expectations and how to link them to business needs
  • You are able to work with others in a team, with co-workers from other departments, and vendors
  • You have a good communication, negotiation, conflict and complaint handling skills
  • You are able to work in a multitude of systems and multitask
  • You are highly stress resistant and able to work in a dynamic retail environment



  • Understand action plan and contribute to achieving goals
  • Provide fast and easy support for all customer contacts using specifics of contact method
  • Build rapport with customers through empathy, listening, helpful and communication
  • Maximize commercial opportunities through communicating activities, active selling and placing orders
  • Resolve customer complaints, work with others to trouble shooting issues and give realistic solutions which allows us to maintain relationship with customers
  • Balance customer’s expectation with service level goals and cost consciousness
  • Verify & document information in applicable systems and tools with reliability
  • Fulfill daily business tasks in line with routines, regulations & guidelines
  • Encourage customers for feedback and communicate to organization
  • Maintain and update knowledge and take responsibility for personal development



  • Opening hours of Customer Support Centre: 9:00-18:30
  • Working hours: 9 hours per day
  • Working location: Shatin Service Office



To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment



Annual Fixed Bonus, 10 days Rest Day per month, 17 days Public Holiday, Paid Leave (e.g. Paid Annual Leave, 14 weeks Maternity Leave, 5 days Paternity Leave, 1 week Marriage Leave), Employee Medical Coverage, Non-Contributory Retirement Plan, Staff Purchase Discount, Birthday Coupon, Referral Bonus, Excellent Career Path

To understand more about IKEA, please visit our company website at

Personal data collected will be kept and handled confidentially by authorized personnel for recruitment purposes only.  It might also be disclosed to our subsidiaries, associates and agencies authorized to process the information for appointment.  The Company will retain the applications of candidates not selected for a maximum period of 24 months after the selection process is finalized.  Our Personal Information Collection Statement (PICS) is available at our career site and can be provided upon request by contacting our Human Resources Department.

Applicants not heard from us within six weeks may consider their applications filed for future reference.

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