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 workplace
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 opportunity until February 2027, 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 2026
Training: will commence on Monday 26 October 2026, for a period of 4 weeks onsite (Monday-Friday, 9:00am-5:00
📌 Customer Service Representative (Sydney)
🏢 Ikea
📍 Sydney