Customer Resolution Representative

"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

2026-07-15

Candidate profile (title) Our team within IKEA

Candidate profile (text) - Default language At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

The role of Customer Resolution Representative (Resolutions Generalist) supports this vision by delivering a seamless and positive customer experience across remote channels. It focuses on providing empathetic, customer-centric support, understanding individual needs, and offering effective, solution-oriented resolutions that build trust in the IKEA brand. Through strong communication, conflict management, and product knowledge, the role helps maximise customer satisfaction, contribute to business goals, and provide valuable insights that continuously improve the overall customer experience.

Key responsibilities (title) What you need to know

Key responsibilities (text) 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)

Benefits 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 per fortnight.

Internal job title: Resolutions Generalist

Work location: Customer Service Centre (RCMP), Tempe NSW.

Working hours: availability required between 8:00am to 8:30pm (AEST) weekdays and alternating weekends (both Saturday & Sunday).

Recruitment Process Overview:

Video interview: if shortlisted, you may be invited to complete a short video interview.

Group interview: next step is an in-person group interview with the hiring team.

Training: will commence on Monday 3 August, for a period of 4 weeks (Mon-Fri, 9am-5pm). After that, you’ll receive your regular roster.

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.

Let's connect Who you are

Let´s connect 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.

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!