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



offering additional employer contributions to your superannuation (where eligible)
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Novated Leasing for Electric Vehicles (EVs) through our partnership with Flare, supporting a more sustainable way to drive
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Additional Information
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Position type: Permanent, full-time 76 hours per fortnight.
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Internal job title: Resolutions Generalist
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Work location: IKEA Perth, Innaloo (hybrid work arrangements)
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Working hours: availability required to work a rotating roster, 8:00am to 8:30pm (AWST) weekdays and alternating weekend.
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Recruitment Process Overview
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Video interview: shortlisted candidates will be invited to complete a short pre-recoreded video interview.
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Interview panel: next step is an online interview with the hiring team.
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Training: will commence on Monday 28 September ****, 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.
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About this work area
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Your responsibilities will include, but are not limited to:
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Manage high-volume inbound customer contacts across multiple communication channels.
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Deliver timely and effective after-sales support, identifying solutions that create positive customer outcomes.
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Resolve customer concerns with empathy, professionalism, and sound judgement.
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Investigate complex cases and coordinate with internal stakeholders and service providers to facilitate resolutions.
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Assess claims relating to product quality, warranties, and extended guarantees.
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Maintain accurate customer records and case documentation within CRM systems.
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Meet service level expectations and response timeframes while maintaining a high standard of customer experience.
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Build trust and customer loyalty by consistently delivering positive and seamless experiences.
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As a Customer Resolution Representative, you are:
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Previous experience in customer service, contact centres, retail operations, or customer resolution environments.
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Strong problem-solving and decision-making skills with the ability to evaluate situations and recommend practical solutions.
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Excellent verbal and written communication skills with a professional and customer-focused approach.
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Demonstrated resilience and the ability to remain calm and composed when handling challenging situations.
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Robust attention to detail and the ability to manage multiple priorities effectively.
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Confident computer literacy and the ability to quickly learn new systems and technologies.
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A collaborative mindset and the ability to work effectively both independently and as part of a team.
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A genuine passion for delivering outstanding customer experiences and creating positive outcomes.
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We need people like you
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At IKEA, work is so much more than a job.
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Come join us!
#J-*****-Ljbffr

📌 Customer Resolution Representative (Perth)
🏢 Ikea Gruppe
📍 Perth