Customer Resolution Representative

About the role

Join IKEA's Customer Service Centre in Tempe, NSW as a Customer Resolution Representative. You will handle high‑volume inbound contacts across phone, chat and email, delivering after‑sales solutions and ensuring a positive customer experience.

Key responsibilities

• Receive high‑volume inbound contacts using contact‑centre telephony and communication systems.
• Provide after‑sales solutions, balancing cost considerations with customer satisfaction.
• Apply problem‑solving and resolution techniques to drive customer retention and brand trust.
• Respond to enquiries via phone, chat, and email within set timeframes.
• Document all interactions, inquiries, and resolutions in the CRM system.
• Investigate complex cases, liaise with IKEA service providers, and assess quality and extended‑guarantee claims.

Required profile

• Experience in customer after‑care, complaints resolution or contact‑centre operations (highly desirable).
• Availability to work between 8:00 am and 8:30 pm AEST on weekdays and alternating weekends.
• Ability to complete a 4‑week full‑time training program.
• Strong communication skills and a customer‑focused attitude.

Required skills

What we offer

• $28.31 base hourly rate plus penalty rates for evenings, weekends and public holidays.
• 5 weeks paid annual leave, paid parental leave and family & community leave.
• Rosters published four weeks in advance.
• 15 % co‑worker discount and subsidised meals in the co‑worker restaurant.
• Free uniform, free parking and complimentary drinks.
• Bonus programme and benefits membership offering discounts across retailers.
• Co‑worker loyalty programme with extra superannuation contributions where eligible.
• 24/7 Employee Assistance Program for health and wellbeing support.