Customer Resolution Representative (NSW)

"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."

Location

Sydney (Tempe)

Employment type

Full Time Permanent co-worker

Department

Customer Relations

Deadline

2026-09-15

You already applied for this job.

Candidate profile (title) What you need to know

Candidate profile (text) - Default language Working at IKEA has its benefits and rewards:

- $28.31 base hourly pay rate + penalty rates (including on weekends, public holidays, and late nights).
- 5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
- Rosters published 4 weeks in advance.
- 15% Co-worker discount
- Subsidised meals and complimentary drinks in our Co-worker restaurant
- Free uniforms provided
- Free Co-worker parking
- Bonus programme (where eligible)
- Advantages Membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
- Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)
- 24/7 access to our Employee Assistance Program for health and wellbeing support

Additional Information:

- Position type: Permanent, full time 76 hours/fortnight.
- Internal job title: Resolutions Generalist
- Work location: Customer Service Centre (RCMP), Tempe NSW. (hybrid work arrangements)
- Working hours: availability required between 8:00am to 8:30pm (AEST) weekdays and alternating weekends (both Saturday & Sunday).





Recruitment Process Overview:
- Video interview: shortlisted candidates will complete a short pre-recoreded video interview.
- Interview panel: next step is an in-persong Group Assessment Centre on Wednesday 9 September.
- Training: will commence on Monday 28 September, for a period of 4 weeks onsite (Mon-Fri, 9am-5pm). After that, you'll receive your regular roster.

Key responsibilities (title) Who you are

Key responsibilities (text) As a Customer Resolution Representative, you are:

- Proven experience in a customer service role, particularly in retail or contact centre is highly valued.
- Curious with strong problem-solving skills to help create innovative solutions for our remote customers.
- Able to demonstrate excellent written and verbal communication skills showcasing a polite and friendly manner.
- Good attention to detail along with the ability to remain composed when working under pressure.
- Have proficient computer skills and an ability to learn about all technical aspects of the IKEA systems.
- A team player with a 'Togetherness' mindset but also be also to work independently and find solutions.
- The drive to offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, to maximise customer satisfaction.

Team vision ( title) About this work area

Team vision (text) As Customer Resolution Representative your responsibilities will include,



but are not limited to:

- Receiving high-volume inbound contacts, operating contact centre telephony and other communication systems.
- Providing customers with after sales solutions that meet their needs, balancing cost consciousness and customer experience.
- Making use of problem-solving and resolutions techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention and brand trust.
- Answering all customer enquires through our different communication channels (phone, chat, email, etc.) within the set timeframes.
- Document all customer interactions, inquiries, and resolutions in our CRM system to maintain accurate and up-to-date records.
- Investigating complex cases, liaising with IKEA service providers, and assessing quality & extended guarantee related claims.

Local section (title) We need people like you

Local section (text) At IKEA, work is so much more than a job. Come join us!

Why you will love us

From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers.

At the heart of our business, are our wonderful co-workers representing diversity in all dimensions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together.

Our vision, “to create a better everyday life for the many people” inspires and guides us in everything we do. This is IKEA.

What we all have in common

- Living our values
- Being your unique self, while respecting and including others
- A passion for home furnishing
- Performing & delivering while learning & developing
- Having fun!

📌 Customer Resolution Representative (NSW) (Sydney)
🏢 Ikea
📍 Sydney