Our team within IKEA

At IKEA, our vision is to create a better everyday life for the many people. Everything we do is guided by our commitment to making a positive impact on people, communities, and the planet. From inspiring home furnishing solutions to responsibly sourced food, we strive to bring our values to life every day.

As a Customer Resolution Representative (internally known as a Resolutions Generalist), you will play a critical role in strengthening customer trust and loyalty by delivering exceptional after-sales support across multiple remote channels. You will listen with empathy, understand customer needs, and provide effective, solution-focused outcomes that create positive experiences and reinforce confidence in the IKEA brand.

What you need to know

Working at IKEA has its benefits and rewards:

- $28.31 per hour base rate (Monday to Friday, 7:00am to 6:00pm)
- $42.47 per hour Sunday rate (9:00am to 11:00pm), plus above-award pay and applicable penalty rates, including weekends and public holidays
- 5 weeks' of paid annual leave, paid parental leave, family and community leave, and more
- 24/7 access to our Employee Assistance Program (EAP) for health and wellbeing support
- 15% Co-worker discount
- Co-worker uniform provided
- Free Co-worker parking
- Bonus programme (where eligible)
- Rosters published 4-6 weeks in advance
- Affordable, nutritious meals and complimentary drinks in the co-worker restaurant
- Benefits Membership, providing savings and discounts on everyday expenses, entertainment, retail, and wellbeing services through hundreds of participating providers
- Co-worker Loyalty Program,



offering additional employer contributions to your superannuation (where eligible)
- Novated Leasing for Electric Vehicles (EVs) through our partnership with Flare, supporting a more sustainable way to drive

Additional Information

- Position type: Permanent, full-time 76 hours per fortnight.
- Internal job title: Resolutions Generalist
- Work location: IKEA Perth, Innaloo (hybrid work arrangements)
- Working hours: availability required to work a rotating roster, 8:00am to 8:30pm (AWST) weekdays and alternating weekend.

Recruitment Process Overview

- Video interview: shortlisted candidates will be invited to complete a short pre-recoreded video interview.
- Interview panel: next step is an online interview with the hiring team.
- Training: will commence on Monday 28 September 2026, for a period of 4 weeks (Mon-Fri, 9am-5pm) combination of onsite and work-from-home learning. Following completion of training, co-workers will transition to their regular roster.

About this work area

Your responsibilities will include, but are not limited to:

- Manage high-volume inbound customer contacts across multiple communication channels.
- Deliver timely and effective after-sales support, identifying solutions that create positive customer outcomes.




- Resolve customer concerns with empathy, professionalism, and sound judgement.
- Investigate complex cases and coordinate with internal stakeholders and service providers to facilitate resolutions.
- Assess claims relating to product quality, warranties, and extended guarantees.
- Maintain accurate customer records and case documentation within CRM systems.
- Meet service level expectations and response timeframes while maintaining a high standard of customer experience.
- Build trust and customer loyalty by consistently delivering positive and seamless experiences.

As a Customer Resolution Representative, you are:

- Previous experience in customer service, contact centres, retail operations, or customer resolution environments.
- Robust problem-solving and decision-making skills with the ability to evaluate situations and recommend practical solutions.
- Excellent verbal and written communication skills with a professional and customer-focused approach.
- Demonstrated resilience and the ability to remain calm and composed when handling challenging situations.
- Strong attention to detail and the ability to manage multiple priorities effectively.
- Confident computer literacy and the ability to quickly learn new systems and technologies.
- A collaborative mindset and the ability to work effectively both independently and as part of a team.
- A genuine passion for delivering outstanding customer experiences and creating positive outcomes.

We need people like you

At IKEA, work is so much more than a job.

Come join us!

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📌 Customer Resolution Representative (Western Australia)
🏢 Ikea Gruppe
📍 Western Australia