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Meeting & Understanding Customers

Customer Resolution Representative (NSW)

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  • Tempe, Australia
  • Customer Relations

Job Description

  • Job ID: 364376

  • Date posted: 01/09/2026

    • What you need to know

    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/fortnight.
    • Internal job title: Resolutions Generalist
    • Work location: Customer Service Centre (RCMP), Tempe NSW. (hybrid work arrangements)
    • Working hours: availability required between 8:00am 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-persong Group Assessment Centre on Wednesday 9 September.
    • Training: will commence on Monday 28 September, for a period of 4 weeks onsite (Mon-Fri, 9am-5pm). After that, you’ll receive your regular roster.

    Who you are

    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.

    About this work area

    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.





    We need people like you

    At IKEA, work is so much more than a job. Come join us!
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