• Maximizing sales and profitability by ensuring your area of responsibility is clean, tidy, fully stocked and correctly priced. You also ensure your products are in perfect condition at all times.
• Being passionate about the products you sell and actively learning about their features and benefits. You then want to share this knowledge with customers and colleagues.
• Actively approaching customers who you see need additional help, and advising them on the best solutions
• for their homes in order to sell more.
• Preparing your area of responsibility for stock replenishment and next day’s business.
• Understanding your department’s action plans, and supporting the goals and targets set by your manager.

• Actively approach customers who you see require additional help. Identify their needs by asking the right questions and advise them on the best solutions for their homes in order to exceed their expectations.
• Understand how to use the different IKEA sales and communication channels and know-how for the different customers you meet.
• Understand the store and department action plans. Responsibility for your department goals and know how you contribute.
• Lead/support the implementation of planned commercial activities involving your department throughout the store.
• Ensure your maximise sales whilst maintaining profitability by knowing and actively steering towards the top-selling and prioritised products (e.g. overstock/over tag).
• Demonstrate the ability to analyse and adjust sales space capacities based on system parameters (sales location management) to secure high stock availability.
• Be familiar with the IKEA social and environmental commitments and know how you can contribute to sustainability.
• Ensuring store & products are clean, tidy, fully stocked and correctly priced.
• Ensure efficient checkout process for customer.
• Preparing your area of responsibility for stock replenishment and next day’s business.
• Understanding your department’s action plans, and supporting the goals and targets set by your manager.

• Maximizing sales and profitability by ensuring your area of responsibility is clean, tidy, fully stocked and correctly priced. You also ensure your products are in perfect condition at all times.
• Being passionate about the products you sell and actively learning about their features and benefits. You then want to share this knowledge with customers and colleagues.
• Actively approaching customers who you see need additional help, and advising them on the best solutions
• for their homes in order to sell more.
• Preparing your area of responsibility for stock replenishment and next day’s business.
• Understanding your department’s action plans, and supporting the goals and targets set by your manager.

-An IKEA co-worker’s main task is to maximise sales and profitability in his/her area of responsibility using knowledge of the IKEA product range, local market conditions and the needs of customers.

-Convey passion about IKEA products and actively learn about their features and benefits, and you share this knowledge with customers and colleagues

-Actively offer all the services available in the store to help customers make informed choices, which results in a better shopping experience for them .

As a Business Analyst, you will play a crucial role in supporting our Dynamics 365 CRM Implementation initiatives. You will work closely with cross-functional teams, gathering business requirements, and translating them into functional specifications. Your ability to align specifications from multiple systems and interfaces, coupled with your skills in JIRA triage, will be critical to the success of our projects.

Key Responsibilities:

- Business Requirements Gathering: Collaborate with stakeholders to gather and document detailed business requirements for Dynamics 365 CRM projects.

- Functional Specification Documentation (FSD): Write clear and comprehensive Functional Specification Documents to guide development teams.

- Dynamics 365 CRM Expertise: Apply functional knowledge of Microsoft Dynamics 365, particularly in areas such as retail customer leads and service requests.

- Cross-Team Interaction: Work closely with multiple teams, including IT, development, and operations, to ensure alignment and integration of business requirements.

- Systems Alignment: Ensure alignment of specifications from various systems and interfaces, contributing to seamless system integration.

- JIRA Triage: Manage and prioritize JIRA tickets, assigning them to the appropriate teams based on priority and complexity.

- Stakeholder Communication: Facilitate communication between stakeholders to ensure clarity and alignment of project objectives.

Must Have Skills:

- MSD Functional Knowledge: Proficiency in Microsoft Dynamics 365, particularly in one of the following areas:

  - Retail Customer Leads

  - Service Requests

- Implementation experience with Banking clients (3-4 years) and over all 8+ years as BA and MS Dynamics / D365.

- Business Requirements Gathering: Strong skills in gathering and documenting business requirements.

- Writing FSD: Experience in writing detailed and clear Functional Specification Documents (FSD).

- Cross-Functional Collaboration: Ability to effectively interact with multiple teams, ensuring clear communication and project alignment.

- Systems Integration: Proven ability to align specifications from multiple systems and interfaces for cohesive system functionality.

- JIRA Triage: Experience in managing JIRA tickets, with the ability to prioritize and assign tasks to the appropriate teams.

Good to Have:

- MSD Environment Knowledge: Familiarity with the Microsoft Dynamics 365 environment.

- Banking Experience: Previous experience working in the banking sector.

Qualifications:

- Bachelor’s degree in business administration, Information Systems, or a related field.

- minimum 8 years of experience in a business analyst role or related position.

- MS Dynamics CRM Certified.

- Strong Implementation Experience on Sales & Service modules

-Banking domain experience.

- Strong analytical, problem-solving, and communication skills.

- Ability to work independently and within a team environment.

Overview: We're seeking a proactive and independent Panel Support Specialist to oversee the seamless interaction with our TV and Digital panel members. This role involves managing a variety of tasks, including troubleshooting app/ software challenges faced by panel members, reporting issues to the relevant stakeholders and follow-up per case, conducting re-training sessions as needed to vendors/ members when needed. Additionally, you'll be supporting in panel communications to run campaigns and boost engagement with panel members.

Responsibilities: 

• Effectively address queries and concerns from panel members through email and other communication channels. Provide timely and accurate responses, maintaining a high standard of customer service and experience.
• Troubleshoot and address issues reported by panel members (i.e. TV and Digital panels and Content Insights panels)
• Conduct panel member database maintenance and quality control validations from time to time to ensure
• Provide support to Panel Communication Specialist, write and edit high-quality content for various communication channels, including monthly newsletters, weekly bulletins, web member portal updates, email campaigns, and other ad-hoc materials. Ensure content is engaging, informative, and tailored to the preferences of our panel members.
• Perform detailed data checks and reporting, highlighting any discrepancies or potential issues
• Support in managing database of household, individual and technical information
• Support in market research fieldwork to collect media consumption and annual updates on social demographic information from panel members
• Proactively engage and manage technicians/part-timers to ensure operation runs smoothly
• Comfortable collaborating remotely with fellow team members and with cross-functional teams within the organization, such as market researchers, data processing, and technical teams, to gather insights and information required

The Core Job:  

• Understand existing As-Is Processes through Observation, User Interviews, Existing SOPs/ Policies of the department concerned, and its relevant Line of Business (LOB).
• Establish a Service Level Agreement (SLA) for tasks performed by the department’s staff (Within control only), based on current practice and Bank Negara Malaysia (BNM) guidelines.
• Expand the QAQC framework to all Third Party Assistance to ensure they are following the SLA, Guidelines, and compliance.
• Prepare QAQC Checklist for the department concerned and its relevant LOB & TPA.
• Set QAQC assessment frequency and determine the number of cases to be audited per person.
• Set Key Performance Indicator (KPI), based on the total percentage (%) of QAQC assessment evaluation.
•  Perform QAQC Assessment.
• Compile the evaluated checklists and list down the findings based on the assessment, identify gaps, pitfalls, and shortcomings based on QAQC Audits, and propose solutions.
• Review the level of adherence to process and compliance among staff, escalate lapses, and monitor Composite Risk Rating (CRR) tracking to ensure compliance and implementation of solutions, with the relevant stakeholders.
• Post assessment, discuss with relevant stakeholders and review the level of adherence to process and compliance among staff, escalate lapses, and monitor Composite Risk Rating (CRR) tracking to ensure compliance and implementation of solutions.
• Validate and verify SOPs/ WIs of all processes.
• Ensure that all processes strictly follow SOPs/ WIs, in day-to-day operations.
• Inform the department HOD/ reporting manager immediately in the event of any discrepancies/ lapses in SOPs/WIs.
• Identify gaps/ pitfalls/ shortcomings of processes in terms of BNM, Legal, Compliance, Risk, HR & Admin.
• Translate these requirements into viable solutions, capable of handling documentation, workflow management, reporting & other additional regulatory requirements, and exceptions such as legal, and data analytics.



Job Requirement:

• Candidate should possess a Bachelor Degree or equivalent in All Business Field
• Preferably at least 1 year of related working experience.
• Preferably undefined specializing in Finance / Banking / Insurance or equivalent.
• Good communication skills in English,Malay language for both spoken and written
• 1 undefined positions available

Key Responsibilities:

• Provide administrative support to the sales team, including generating contracts and handling inquiries within defined timelines.
• Monitor and manage team communications effectively.
• Prepare and send contracts, ensuring progress and follow-ups with clients.
• Support the team by creating opportunities for sales and resolving contract-related queries.
• Assist in ensuring compliance with departmental standards, KPIs, and deadlines.
• Contribute to process improvement by preparing helpful resources and reports.
• Manage leads and cancellations to maintain a seamless sales process.

The Reference Data Specialist is responsible for instructions of client deliverables, coding and data input validation focusing on specific industry/category or set of categories (e.g. Beverages, Food, Health and Beauty Products). As a Reference Data Specialist at NielsenIQ, you create and deliver client outputs in a correct and timely manner. This role will support Taiwan market, therefore Traditional Chinese is mandatory. 

• Responsible for instructions of client deliverables, coding and data input validation focusing on specific industry/category or set of categories.
• Does cross coding and item-related quality checks on a daily basis
• May act as a back-up to other coders when needed; conduct physical store check to validate item-related information
• Keep track/document special instructions related to category assignment
• Plan and execute a complex daily personal workload and support to meet departmental and company schedules
• Ensure accuracy throughout the process, from validation before database setup to managing samples, and identify areas for improvement
• Answer external questions and act as a liaison with everyone from clients to stakeholders; To be able to identify, investigate and coordinate the resolution of data, process, or product related queries
• Willing to be trained to be a category expert

The Ranger Operations Specialist is responsible for overseeing the effective management of day-to-day operations and workforce resources for Intellectʼs helpline and crisis intervention services. This role includes managing a team of helpline and crisis intervention supervisors globally, who are accountable for supervising helpline rangers on shift and delivering crisis intervention support to clients. The new hire will be in charge of manpower planning and rostering, workforce performance and service management. Their responsibilities will include tasks such as handling leave approvals, addressing workforce challenges and performance gaps, and contributing to operational policies or protocols.

• Team Management and Leadership

• Lead a team of helpline and crisis intervention supervisors, ensuring effective performance and adherence to operational standards
• Provide ongoing guidance and support to supervisors and rangers to ensure consistent, high-quality service delivery
• Develop, implement and monitor key performance indicators to assess service quality and staff performance in line with organisational goals
• Conduct Root Cause Analyses (RCA) to investigate incidents of non-compliance, unresponsiveness or other behaviour concerns, and develop actionable improvement plans
• Conduct regular monitoring of supervisors and rangersʼ performances, sharing feedback and implementing corrective actions to address gaps when necessary to uphold the highest quality standards and SLAs

• Workforce Management

• Establish and manage daily rostering of supervisors and rangers to ensure proper shift coverage for 24/7 global operations, while adhering to regional labor laws and organizational guidelines
• Oversee assignment of rangers to the appropriate platforms based on their skills, availability, and language capabilities to enable optimal resource utilisation and efficient service delivery
• Manage leave approvals and implement strategies as needed to maintain consistent service levels and quality, balancing ranger well-being with operational needs
• Monitor real-time service levels and workforce performance, making adjustments as needed to maintain operational efficiency

• Service Delivery and Crisis Support

• Ensure that helpline and crisis intervention services are provided in a timely and professional manner, meeting the needs of clients
• Act as a point of escalation for complex or high-risk crisis cases to offer strategic guidance and support, while being prepared to step in and directly manage escalated helpline calls, manager support helpline and crisis intervention requests, assessments, deployments as needed
• Oversee crisis response processes, ensuring that interventions are effective, documented and in line with organisational policies

• Operational Planning G Oversight

• Track and analyse operational and service metrics, leveraging them for data-driven insights to enable timely, informed decision-making and drive continuous improvement efforts
• Proactively identify, assess, manage and monitor operational risks to ensure continuity of the businessʼs core services
• Develop and implement business continuity plans to maintain consistent service delivery in the event of unexpected disruptions or emergencies
• Work closely with cross-functional teams to ensure coordinated efforts, including manpower planning and recruitment, aligned communications on latest updates and effective service delivery
• Provide regular reports to leadership team on operational status, challenges, and achievements

• Quality Assurance G SOP Management

• Develop, review and refine operational policies, procedures, and protocols related to helpline and crisis intervention services based on operational feedback, evolving needs and industry best practices
• Maintain and regularly update a shared repository of operational resources, including guidelines, training materials, and FAQs to ensure supervisors and rangers have the resources they need
• Ensure that all supervisors and rangers are trained on and compliant with established policies and protocols, quality standards and service level agreements
• Drive training and development roadmap for both supervisors and rangers, including technical and quality training

• Masterʼs Degree in Counselling or Clinical Psychology, with relevant local regulation and licensing qualifications as a mental health professional

• 5-7 years of professional experience in EAP consulting, clinical practice, crisis intervention or mental health consultancy, with strong background in supporting managers on people or team management challenges
• At least 3-4 years of supervisory experience, ideally in an EAP setting, helpline operations, or a similar role managing a mental health service team
• Strong leadership, communication, and interpersonal skills
• Excellent problem-solving and conflict resolution abilities, including ability to handle complex enquiries and manage issues proactively
• Proven organizational skills to manage multiple tasks and priorities effectively, and meet deadlines in a fast-paced setting
• Ability to work collaboratively with cross-functional teams
• Proficient in data monitoring and analysis, utilising tools and software used in helpline operations, and maintaining up-to-date documentation
• Ability to adapt and thrive in a dynamic, rapidly changing environment
• Familiarity with GDPR, HIPAA, or equivalent data protection standards related to mental health service delivery is a bonus
• Fluent in English and local language, both written and spoken

• Work in a diverse environment with people from over 10 countries
• Unlimited annual leaves
• Work flexibility
• Medical coverage
• Annual Wage Supplement (Bonus)
• Christmas Leave (The team takes the whole Christmas week off separate from our leave policy)
• Birthday Leave (1 day)
• Holidays off
• Quarterly mental health day off
• Mental health benefits (Premium access to our app!)
• Work-life balance and employee wellness
• Regular social events where we have non work-related fun

The Pre-Sales and Post-Sales Support Associate within the Strategic Analytics and Insights (SAI) team plays a vital role as the key liaison between Commercial, Finance, and Sales teams. This role involves providing expert guidance on finance processes, ensuring strict adherence to the Monthly Closing Calendar deadlines, and supporting the smooth execution of sales operations. You will work closely with sales development teams across APAC, collaborating with cross-functional teams to optimize tools and processes that accelerate the sales cycle, enhance efficiency, and drive business growth. 

• Collaborate with SA&I sales representatives to support day-to-day Inside Sales activities and ensure seamless operations. 

• Assist sales representatives in updating decks with NIQ branding, ensuring all content is polished and client-ready. 

• Manage and maintain CRM records for sales representatives, ensuring accuracy and consistency. 

• Analyze market data to identify trends, patterns, and actionable insights to inform sales strategies. 

• Lead digital sales campaigns using Microsoft Dynamics, Salesloft, ZoomInfo, and LinkedIn Sales Navigator to drive lead generation and opportunity development. 

• Handle invoicing and contract renewals, ensuring timely and accurate billing processes. 

• Ensure proper revenue recognition by updating project dates and coordinating follow-ups with Operations and sales representatives on pending tasks. 

 A Little Bit About You

You have a keen eye for detail and a strong sense of punctuality. With a commercial mindset and a solid understanding of marketing, you excel at bringing clarity to complex situations. You're proactive, take the initiative, and thrive as a self-starter. The ideal candidate brings experience in Inside Sales, Sales Enablement, or Sales Operations within a multinational organization, demonstrating a knack for driving efficiency and supporting sales teams in a dynamic environment. 

A Sales Advisor is responsible for delivering the best customer experience that contributes to the store’s sales and profit. As a Sales Advisor, you’ll always put customers first, offer assistance, and share your product and fashion knowledge. You’ll create an environment that is easy for customers to shop through store operations and great garment care. You will also share your knowledge and skills with your colleagues, offering help where needed to build a positive working environment.​

Key Responsibilities​

• Provide great customer experience.​
• Fold, hang, display, and merchandise garments to maximize selling opportunities.​
• Actively process, stock and replenish garments on the sales floor and in the stock room.​
• Open, unpack, and label merchandise with security tags.​
• Support customer purchases and returns in the register.​

We are looking for someone who wants to invest in their long-term career and learn more about low code no code technologies and how they can be applied to business processes to facilitate automation . You should love challenges and working across different tools and technologies, with the ability to learn through independent research, assisted by mentors, buddies, and experts. You should prefer simple, sustainable solutions over complex ones, get excited about sharing your knowledge and derive satisfaction helping and enabling others.

Here are some of the skills and experience that will help you in this role.

• Designing and developing automated business solutions
• Integrating Open Source and vendor software to deliver automated solutions
• Strong Commitment to on-going learning and self-improvement
• Exposure/Certifications in Microsoft Power Platform or equivalent an advantage
• Prior experience in writing requirements beneficial
• Prior experience working in an agile IT environment is an advantage. 
• Business process improvement and mapping skills (e.g. in MS Visio, DrawIO ) is highly beneficial
• Familiarity with ADO, JIRA or other task planning applications a plus
• Responsible for understanding and analyzing the business issue and translating the issue into requirements and user stories
• Map the as-is process and to be process, explore, identify, and test new innovative solutions for process re-engineering/digitisation/automation
• Work with the team to design a solution, develop and implement various process improvement tools and techniques including Workflow, Robotic Process Automation (RPA), Optical Character Recognition (OCR), Natural Language Processing (NLP), Machine Learning (ML), Process Mining and Analytics Dashboard to meet end-to-end business requirements
• Responsible for design and developing solutions through an iterative process to meet business needs
• Ensure the completeness, effectiveness, and sustainability for the implementation of proposed appropriate solution
• Create and document test procedures and scenarios for user acceptance test
• Working with a dynamic team to refine and expand the automation based upon user feedback
• Support the team in the adoption and implementation of the solutions

Reporting to Head of Sales Excellence of Region AA, you will play an important role of providing the analysis on how we can make our distribution in the market becomes more effective and efficient. You will need to come up with a model and framework on how we want to expand our distribution in the region that can support our long-term growth target.

The distribution framework must support our country sales organizations across Asia, Middle East and Africa in engaging with our customers, which based on strategic partnerships, supported by data you developed our performance-based distribution partnerships.

The responsibility of this role will be as below :

• Analyse sales data in the region Asia, Middle East and Africa on channel mix and provide recommendations to optimize our go to market approach for the region.
• Develop overall go to market approach for the region based on the analysis above.
• Define leading measures and KPIs to the approach and framework.
• Monitor the progress of the approach and make necessary actions to make sure the approach is working.
• Work closely with cross function team, include commercial team (sales and marketing) in both the region and countries, legal and compliance team.

Job Summary:

The Customer Support Specialist is responsible for managing all inbound and outbound customer interactions across multiple channels, including phone, chat, email, and social media. This role ensures consistent, high-quality service, efficient management of high interaction volumes, and adherence to response and resolution times. The specialist will also support campaign management activities, including product promotions, service updates, and customer satisfaction surveys. Availability for customer support from 8AM to 5PM / 9AM to 6PM / 10AM to 7PM / 11am to 8PM, Monday to Sunday, including Malaysia public holidays, is required.

Job Description:

1. Handle all inbound and outbound customer interactions across multiple channels, including phone, chat (WhatsApp, Line, etc.), email, and social media.
2. Ensure seamless and efficient communication with customers across all platforms.
3. Maintain consistency and high-quality service across all communication platforms.
4. Ensure that every customer interaction meets our quality standard.
5. Efficiently manage high volumes of customer interactions while maintaining quality and response times.
6. Maintain a maximum response time of 30 seconds for phone calls and 2 minutes for chat and email.
7. Resolve 90% of customer inquiries, problems, or complaints within the first contact.
8. Implement a clear escalation process for complex issues, ensuring resolution within 24 hours.
9. Conduct follow-up calls or messages to ensure customer satisfaction post-resolution.
10. Assist with outbound calls for product promotions, service updates, and customer satisfaction surveys.
11. Identify and segment the target audience for each campaign.
12. Integrate campaign support with our Customer Satisfaction (CSAT) and Net Promoter Score (NPS) strategy.

Job Requirement:

1. Possess a Diploma / Advanced Diploma, Bachelor’s Degree, or equivalent in any field.
2. Preferably at least 1 year of related working experience in a contact center.
3. Experience in managing live chats, emails, and inbound calls.
4. Fresh graduates and experienced applicants are welcome (entry-level will be discussed based on your previous experience).
5. Strong communication skills in email, face-to-face conversations, and messenger discussions.
6. Proficiency in Thai and English, both spoken and written; proficiency in Mandarin is an added advantage.
7. Business writing skills are mandatory.
8. Good typing skills.
9. Strong logical thinking and problem-solving abilities.
10. Ability to work independently in a fast-paced environment.
11. Effective multitasking, prioritization, and time management skills.
12. Demonstrate teamwork consistently.
13. Positive attitude and eagerness to learn.
14. Fast learner with the ability to adapt to changes.
15. Good team player.
16. Willingness to work on a 24/7 shift basis, 5 days a week.

Job Summary:

As a Customer Care Specialist, you will play a central role in managing inquiries and resolving issues for both customers and partners across multiple communication channels, including voice calls, email, online chat, and case management systems. Reporting to the Customer Service Team Leader, you’ll be responsible for delivering exceptional service and ensuring a positive experience for all users. This role requires strong communication skills, problem-solving abilities, and a proactive approach to managing escalations and service recovery cases, all while meeting key performance metrics and contributing to the team’s success.

Job Description:

1. Serve as the main point of contact for customers and partners, handling inquiries and providing support via voice, email, online chat, and case management systems.

2. Set realistic expectations and resolve issues related to orders, payments, and app-related inquiries to ensure a positive experience.

3. Respond to inquiries on social media platforms, addressing questions about services, promotions, and support options through native channels or CRM tools.

4. Handle escalations, service recovery cases, and manager callbacks via email to ensure timely and satisfactory resolutions.

5. Strive for First Contact Resolution (FCR) according to standard operating procedures; follow up through callbacks, emails, or social media as needed when FCR is not achieved.

6. Monitor and manage escalation queues and backlogs, focusing on areas such as bookings, payments, and account-related inquiries.

7. Update case details accurately in relevant systems, including CRM and internal documentation tools.

8. Meet and exceed Key Performance Indicators (KPIs), such as average handling time, FCR rate, response time, and customer satisfaction score.

9. Document case details thoroughly in the Customer Relationship Management (CRM) system.

10. Provide clear and accurate information to customers and external partners as needed.

11. Effectively resolve issues related to order fulfillment, payment disputes, and app functionality.

12. Contribute to refining and improving dispute resolution processes.

13. Communicate professionally and clearly with both users and stakeholders.

14. Support the Team Leader in monitoring real-time performance and take proactive action as necessary.

15. Take on additional responsibilities and support ad-hoc projects as assigned by the Team Leader or Management.

16. Foster strong collaboration with team members to maintain a positive work environment.

17. Participate in ad-hoc projects or campaigns as needed to support business objectives.

18. Perform any other duties as assigned by Management.

Job Requirement:

1. Diploma/Advanced Diploma, Bachelor’s Degree, or equivalent in any field.

2. Preferably an Executive with experience in Customer Service or a similar role.

3. Minimum of 1 year of relevant experience in a contact center setting is preferred.

4. Experience managing live chats, emails, and inbound calls.

5. Open to both fresh graduates and experienced candidates, with entry level based on prior experience.

6. Strong communication skills across email, face-to-face interactions, and messaging platforms.

7. Proficiency in English and Malay, both spoken and written. Mandarin is an added advantage.

8. Strong business writing skills.

9. Proficient typing skills.

10. Excellent logical thinking and problem-solving abilities.

11. Ability to work independently and thrive in a fast-paced environment.

12. Positive attitude, team-oriented, and eager to learn.

13. Quick learner with the ability to adapt to changes.

14. Skilled in multitasking, prioritization, and time management.

15. Demonstrates strong teamwork and collaboration at all times.

16. Willingness to work on a rotating (24/7) shift, 5 days a week.

Job Description:

1. Serve as the main point of contact for customers and partners, handling inquiries and providing support via voice, email, online chat, and case management systems.

2. Set realistic expectations and resolve issues related to orders, payments, and app-related inquiries to ensure a positive experience.

3. Respond to inquiries on social media platforms, addressing questions about services, promotions, and support options through native channels or CRM tools.

4. Handle escalations, service recovery cases, and manager callbacks via email to ensure timely and satisfactory resolutions.

5. Strive for First Contact Resolution (FCR) according to standard operating procedures; follow up through callbacks, emails, or social media as needed when FCR is not achieved.

6. Monitor and manage escalation queues and backlogs, focusing on areas such as bookings, payments, and account-related inquiries.

7. Update case details accurately in relevant systems, including CRM and internal documentation tools.

8. Meet and exceed Key Performance Indicators (KPIs), such as average handling time, FCR rate, response time, and customer satisfaction score.

9. Document case details thoroughly in the Customer Relationship Management (CRM) system.

10. Provide clear and accurate information to customers and external partners as needed.

11. Effectively resolve issues related to order fulfillment, payment disputes, and app functionality.

12. Contribute to refining and improving dispute resolution processes.

13. Communicate professionally and clearly with both users and stakeholders.

14. Support the Team Leader in monitoring real-time performance and take proactive action as necessary.

15. Take on additional responsibilities and support ad-hoc projects as assigned by the Team Leader or Management.

16. Foster strong collaboration with team members to maintain a positive work environment.

17. Participate in ad-hoc projects or campaigns as needed to support business objectives.

18. Perform any other duties as assigned by Management.

Job Requirement:

1.   Diploma/Advanced Diploma, Bachelor’s Degree, or equivalent in any field.

2.   Preferably an Executive with experience in Customer Service or a similar role.

3.   Minimum of 1 year of relevant experience in a contact center setting is preferred.

4.   Experience managing live chats, emails, and inbound calls.

5.  Open to both fresh graduates and experienced candidates, with entry level based on prior experience.

6.   Strong communication skills across email, face-to-face interactions, and messaging platforms.

7.   Proficiency in English and Mandarin, both spoken and written.

8.   Proficiency in additional languages such as Malay & Cantonese, is an advantage.

9.   Strong business writing skills.

10. Proficient typing skills.

11. Excellent logical thinking and problem-solving abilities.

12. Ability to work independently and thrive in a fast-paced environment.

13. Positive attitude, team-oriented, and eager to learn.

14. Quick learner with the ability to adapt to changes.

15. Skilled in multitasking, prioritization, and time management.

16. Demonstrates strong teamwork and collaboration at all times.

17. Willingness to work on a rotating (24/7) shift, 5 days a week.

Job Description:

1.  Lead, mentor, and manage a team of Customer Care Specialist , ensuring their adherence to company policies and customer service best practices.

2.  Conduct regular performance evaluations and provide constructive feedback to team members to ensure continuous improvement.

3.   Monitor and ensure that team members meet or exceed performance metrics such as response times, resolution rates, and customer satisfaction scores.

4.  Manage staffing levels, shift rotations, and schedules to ensure full coverage for a 24x7 customer service operation.

5.  Foster a positive team environment and motivate team members to achieve their goals.

6. Respond to escalated customer inquiries, resolving complex issues related to payment processing, subscription services, and fraud prevention.

7.  Lead the team in maintaining a customer-centric approach, ensuring high standards of service and satisfaction.

8.  Develop, analyze, and present reports on key performance metrics such as call resolution rates and customer satisfaction scores.

9.  Use strong analytical and mathematical skills to evaluate data and identify trends or areas of concern within the team's operations.

10. Work closely with cross-functional teams, including product and operations, to ensure seamless customer service operations and address issues efficiently.

11. Participate in meetings and collaborate with leadership to provide insights and recommendations for improving customer service operations.

12. Utilize advanced Microsoft Excel, Word, PowerPoint, and Outlook skills to prepare detailed reports, presentations, and operational updates.

13. Ensure accurate documentation of customer interactions and resolutions in the company’s CRM system.

14. Lead the team with a risk-based approach, ensuring compliance with payment processing regulations and digital industry standards.

15. Identify potential fraud or security risks and work with the fraud prevention team to mitigate and prevent issues.

Job Requirement:

1. Minimum Diploma, Advanced/Higher/Graduate Diploma, or Bachelor's Degree in any field or equivalent.

2. 4 years of experience in a call center environment, preferably within the e-hailing, e-commerce, financial services, banking, or commercial sectors.

3. At least 2 years of experience managing a team in a customer service setting.

4. Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.

5. Strong understanding of e-hailing model.

6. Strong analytical and mathematical skills with attention to detail.

7. Creative and critical problem-solving skills, with the ability to apply a risk-based approach to complex issues.

8.   Excellent written and verbal communication skills in English.

9.  Proficiency in additional languages such as Malay, Cantonese, or Mandarin is an advantage.

10. Proven ability to lead a team, manage performance, and provide constructive feedback.

11. Ability to work with cross-functional teams to achieve desired results.

12. Self-motivated, positive attitude, and strong customer service ethics.

13. Ability to handle multiple tasks in a fluid, fast-paced environment and prioritize effectively.

14. Passionate about customer satisfaction and leading by example.

15. Willingness to work shifts in a 24x7 operation with rotating off days.

16. Able to respond to customer inquiries in a professional manner, maintaining the company’s reputation for high-quality service.

Job Description:

1. Lead, mentor, and manage a team of Customer Care Specialist , ensuring their adherence to company policies and customer service best practices.

2. Conduct regular performance evaluations and provide constructive feedback to team members to ensure continuous improvement.

3. Monitor and ensure that team members meet or exceed performance metrics such as response times, resolution rates, and customer satisfaction scores.

4. Manage staffing levels, shift rotations, and schedules to ensure full coverage for a 24x7 customer service operation.

5. Foster a positive team environment and motivate team members to achieve their goals.

6. Respond to escalated customer inquiries, resolving complex issues related to payment processing, subscription services, and fraud prevention.

7. Lead the team in maintaining a customer-centric approach, ensuring high standards of service and satisfaction.

8. Develop, analyze, and present reports on key performance metrics such as call resolution rates and customer satisfaction scores.

9. Use strong analytical and mathematical skills to evaluate data and identify trends or areas of concern within the team's operations.

10. Work closely with cross-functional teams, including product and operations, to ensure seamless customer service operations and address issues efficiently.

11. Participate in meetings and collaborate with leadership to provide insights and recommendations for improving customer service operations.

12. Utilize advanced Microsoft Excel, Word, PowerPoint, and Outlook skills to prepare detailed reports, presentations, and operational updates.

13. Ensure accurate documentation of customer interactions and resolutions in the company’s CRM system.

14. Lead the team with a risk-based approach, ensuring compliance with payment processing regulations and digital industry standards.

15. Identify potential fraud or security risks and work with the fraud prevention team to mitigate and prevent issues.

Job Requirement:

1. Minimum Diploma, Advanced/Higher/Graduate Diploma, or Bachelor's Degree in any field or equivalent.

2. 4 years of experience in a call center environment, preferably within the e-hailing, e-commerce, financial services, banking, or commercial sectors.

3. At least 2 years of experience managing a team in a customer service setting.

4. Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.

5. Strong understanding of e-hailing model.

6. Strong analytical and mathematical skills with attention to detail.

7. Creative and critical problem-solving skills, with the ability to apply a risk-based approach to complex issues.

8. Excellent written and verbal communication skills in English & Mandarin.

9. Proficiency in additional languages such as Malay & Cantonese, is an advantage.

10. Proven ability to lead a team, manage performance, and provide constructive feedback.

11. Ability to work with cross-functional teams to achieve desired results.

12. Self-motivated, positive attitude, and strong customer service ethics.

13. Ability to handle multiple tasks in a fluid, fast-paced environment and prioritize effectively.

14. Passionate about customer satisfaction and leading by example.

15. Willingness to work shifts in a 24x7 operation with rotating off days.

16. Able to respond to customer inquiries in a professional manner, maintaining the company’s reputation for high-quality service.

Scope of Position

The focus of Sales Operations is to optimize the effectiveness of the district sales team by providing support to the District Sales Team and Manager. The Sales Operations candidate must have a desire to become an expert in sales fundamentals and process, and the drivers of results for their Sales team.

Using strong communication skills and deadline management, sales operations will effectively collaborate with a variety of people and job functions, accomplishing tasks of moderate to high complexity and scope, and have the ability to perform in a challenging and fast-paced environment. This role provides growth opportunity, recognition and reward for the achievement of business results. Position gains great insight to moving into a field Sales position if desired.

Reports to District Sales Manager

Key Deliverables

These are the minimum results expected from Sales Operations:

1. Manage monthly delivery of key reports to the District Sales Manager.
2. Manage weekly sales meetings, as directed by the District Sales Manager.
3. Organize sales events to drive existing and new customer engagement.
4. Ensure updated marketing materials are accessible to Sales team and create customer-focused PowerPoint presentations from various marketing material. Work with CHQ-Marketing team for customized content when needed.
5. Manage company visitors and arrange meeting schedules with sales team.
6. Deliver qualified sales leads to the team.
7. Deliver and coordinate bid response information requested by the local Sales team or the Expeditors network.
8. Provide rates and pricing support.
9. Attend training & development sessions to understand the requirements of Sales.
10. Organize training sessions related to Sales for your branch, as directed by the District Sales Manager.
11. Update CRM and ensure data integrity measurements are met for the branch.
12. Take on additional assignments, as required, in support of company needs.

• Highly organized and efficient professional with administrative, operational and customer services.
• Understand and assist to coordinate the entire sales processes for project based business (from pre-qualification till successful handover of the project to end customer).
• Actively involved in the operational aspect of sales processes including but not limited to coordinating pre-shipment, shipment matters, billing cycles and documentations with vendors and manufacturing plants.
• Primary responsibility is ensuring organizational effectiveness in operation and providing support to organization's admin, sales and after sales functions to achieve organization’s strategies, policies and targets.
• Understand and apply the basic fundamentals of business administration in project based business.
• Coordinate and interact with a multi-cultural/disciplinary environment that requires communications across ASEAN countries
• Understand the fundamentals of market research in relation to its application to business product of the department
• Assist with other ad-hoc administrative tasks.

Key Responsibilities:

• Business Development
• Drive business development with existing and potential clients to meet sales targets.
• Manage and secure existing and new accounts.
• Maintain strong customer relationships and enhance sales pipelines.
• Execute various sales activities to boost sales performance.
• Client Engagement & Sales
• Prepare quotations, proposals, and presentations to meet client requirements.
• Handle sales inquiries and related administrative tasks.
• Promote company products and generate new corporate sales.
• Maintain regular follow-ups with clients to build strong relationships.
• Close deals and arrange for product delivery.
• Client Solutions & Coordination
• Recommend products and solutions tailored to client needs.
• Coordinate with internal teams to ensure order fulfilment and stock availability.
• Sales Analysis & Reporting
• Analyze and report on sales projects or campaigns.
• Monitor and ensure smooth delivery processes.
• Credit & Payment Management
• Assess company backgrounds for credit term applications.
• Ensure timely payment and collections from clients.

Requirements:

• This is a 1- year contract position, renewable
• Ability to work independently and as part of a team.
• Willingness to travel as needed for client meetings and sales activities.

Qualification:

• Education: Bachelor’s degree in business administration, Marketing, or a related field.
• Experience: Minimum 2-3 years of experience in Corporate Sales/B2B sales, preferably in a related industry.
• Skills:
• Strong communication and negotiation skills.
• Proficiency in MS Office and CRM software.
• Ability to analyze sales data and generate reports.
• Excellent organizational and time-management abilities.
• A proven track record of achieving sales targets.

• Create a comfortable atmosphere and a good working environment by setting a good example with simple, straight forward behaviour.
• Be clear in communicating to contractors and vendors, ensure their works are in compliance with their PPM, in house rules, safety measures, and emergency procedures
• Listen to and work towards completing goals, work assignments in a timely manner, update and feedback on plans and results and ensure that you understand the overall strategy.
• Support your co-workers and be a good listener. Promote your own or your co-workers' special abilities and allow your manager the opportunity to develop and support your own initiatives.
• Work towards department goals and the goals of IKEA
•Ensure all works minimise disruption, risk and inconvenience to co-workers, visitors and customers

Key Responsibility & Accountability

1. Co-ordinate distributor teams and their activities at the point of sales in order to achieve sales targets.
2. Search for incremental opportunities to increase company sales in terms of new incremental distribution, shelf space and 2nd placement activities.
3. Conduct market intelligence in the given outlets (collect sales data, JDE and competitor activities etc).

Distribution and range:

• Ensure portfolio distribution in given stores according to the Master Stock List
• Co-ordinate new product launches with the distributor teams and ensure target distribution is achieved

Shelf management:

• Monitor and ensure compliance with planograms guidelines issued by the central office, detecting and managing opportunities

2nd placements:

• Monitor and ensure 2nd placements are executed according to plan
• Ensure correct implementation of products on the 2nd displays based on planograms and guidelines established

Pricing and promotions:

Ensure compliance with centrally agreed pricing and promotional plan

Key Responsibility & Accountability

1. Co-ordinate distributor teams and their activities at the point of sales in order to achieve sales targets.
2. Search for incremental opportunities to increase company sales in terms of new incremental distribution, shelf space and 2nd placement activities.
3. Conduct market intelligence in the given outlets (collect sales data, JDE and competitor activities etc).

Distribution and range:

• Ensure portfolio distribution in given stores according to the Master Stock List
• Co-ordinate new product launches with the distributor teams and ensure target distribution is achieved

Shelf management:

• Monitor and ensure compliance with planograms guidelines issued by the central office, detecting and managing opportunities

2nd placements:

• Monitor and ensure 2nd placements are executed according to plan
• Ensure correct implementation of products on the 2nd displays based on planograms and guidelines established

Pricing and promotions:

Ensure compliance with centrally agreed pricing and promotional plan