29.65 base hourly rate + penalty rates & more!

As a Customer Service Representative (Resolutions), you are passionate about creating a positive customer experience and finding solutions that meet customer needs. You will provide customers with after-sales support and solutions that balance customer satisfaction with commercial awareness, handling enquiries across multiple communication channels including phone, email, chat and other remote customer touchpoints.

Key responsibilities:

Providing customers with after-sales support and solutions that balance customer satisfaction with commercial awareness.

Handling customer enquiries across multiple communication channels including phone, email, chat and other remote customer touchpoints.

Investigating complex customer cases and working with internal teams and external service providers to achieve positive resolutions.

Applying conflict management and de-escalation techniques to support positive customer outcomes and retention.

Taking ownership of customer issues from start to resolution while delivering a high level of care and empathy.

Documenting all customer interactions accurately within IKEA systems and tools.

Capturing customer insights and feedback to help drive continuous improvement to the customer experience.

Staying informed on IKEA products, services and commercial priorities to provide accurate and relevant support.

Contributing to individual, team and business goals by delivering high-quality customer experiences.

Who you are

Previous experience within a contact centre, customer service, complaints resolution, or after-sales support environment.

Strong problem-solving skills with the ability to investigate issues and identify suitable outcomes for customers.

Excellent verbal and written communication skills with a professional and empathetic approach.

The ability to remain calm and confident when handling complex or challenging customer situations.

Strong attention to detail and the ability to manage multiple tasks simultaneously.





Confidence using digital systems and technology in a fast-paced environment.

A collaborative mindset and the ability to work both independently and as part of a team.

A genuine passion for helping customers and creating a better everyday life at home.

The ability to adapt communication across different channels including phone, email and live chat.

What you need to know

Additional Information:

Position type: temporary fixed-term chance until February 2027, full-time and part-time (50hr or 60hr/fortnight).

Internal job title: Resolutions Generalist

Work location: IKEA Perth, Innaloo WA

Hybrid working arrangement available following successful completion of training

Working hours: availability required between 7:00am to 5:30pm (AWST) 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 online interview with the hiring team.

Training: will commence on Monday 26 October 2026, for a period of 4 weeks onsite (Monday-Friday, 9:00am-5:00pm). After that, you’ll receive your regular roster.

Working at IKEA has its benefits and rewards:

$29.65 hourly base rate

Above-award pay and applicable penalty rates, including weekends and public holidays

5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave

24/7 access to Employee Assistance Program for health and wellbeing support

Low-cost nutritious meals including complimentary drinks in Co-worker restaurant

Free Co-worker parking

Free benefits membership (savings and discounts across retailers and service providers)





Novated leasing and EV subscription options

Superannuation salary sacrifice

Fitness Passport membership available

Bonus programme (where eligible)

Co-worker Loyalty programme (extra contribution to superannuation fund where eligible)

Together as a team

The Remote Customer Meeting Point is an integrated part of IKEA's omnichannel retailing business. We support customers whenever and wherever they choose to interact with IKEA, creating simple, seamless and positive experiences across all remote channels.

Our Resolutions team plays a critical role in building trust in the IKEA brand by delivering exceptional after-sales support and helping customers find the best possible solutions with empathy, understanding and care.

Hirer responsiveness Salary match Number of applicants

Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. At IKEA, we believe in people. Behind every product are humble, enthusiastic teams that make it possible. We challenge convention and drive positive change. We're a team of caring, curious and optimistic individuals who help Australians discover happiness in everyday life at home. We give down-to-earth straightforward people the possibility to develop and grow. Because when our co-workers grow, IKEA grows too.

Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. At IKEA, we believe in people. Behind every product are humble, enthusiastic teams that make it possible. We challenge convention and drive positive change. We're a team of caring, curious and optimistic individuals who help Australians discover happiness in everyday life at home. We give down-to-earth straightforward people the possibility to develop and grow. Because when our co-workers grow, IKEA grows too.

What can I earn as a Customer Service Representative

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📌 Customer Service Representative (Perth) (Western Australia)
🏢 Ikea
📍 Western Australia