Customer Resolution Representative – Call Centre

About the role

The Customer Resolution Representative (Resolutions Generalist) delivers a seamless, empathetic experience to IKEA customers across remote channels. Working from the Customer Service Centre in Tempe, you will resolve enquiries, complaints and after‑sales issues, helping to build trust in the IKEA brand.

Key responsibilities

• Handle a high volume of inbound contacts via telephone and other communication systems.
• Provide after‑sales solutions that balance cost‑effectiveness with a positive customer experience.
• Apply problem‑solving and resolution techniques to drive customer retention and brand trust.
• Document interactions accurately and share insights to improve overall service quality.

Required profile

• Strong communication and conflict‑management abilities.
• Customer‑centric mindset with the ability to understand individual needs.
• Flexibility to work between 8:00 am and 8:30 pm AEST on weekdays and alternating weekends.

Required skills

What we offer

• $28.31 base hourly rate plus penalty rates for weekends, public holidays and late nights.
• 5 weeks paid annual leave, paid parental leave and additional community leave.
• Rosters published four weeks in advance and a 15% co‑worker discount.
• Subsidised meals, complimentary drinks, free uniforms and parking.
• Bonus programme, benefits membership, loyalty superannuation contribution and 24/7 employee assistance program.