Customer Service Representative (Sydney)
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.
About this work area
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 skilled 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 cooperative 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 opportunity until February ****, full-time and part-time (50hr or 60hrs/fortnight).
Internal job title: Resolutions Generalist
Work location: Customer Service Centre (RCMP), Tempe NSW
Hybrid working arrangements available following successful completion of training
Working hours: availability required between 8:30am 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-person Group Assessment Centre on Wednesday 14 October ****
Training: will commence on Monday 26 October ****, 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:
$***** 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
15% Co-worker discount
Low-cost nutritious meals including complimentary drinks in Co-worker restaurant
Co-worker uniform provided
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.
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📌 Customer Service Representative (Sydney) (New South Wales)
🏢 Ikea
📍 New South Wales