The Job

Customer Resolution Representative

Logistics, Sales & Operations · Sales & Business Development · Customer Success

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In short

IKEA is seeking a Customer Resolution Representative in Perth, Australia, to provide exceptional after-sales support through multiple remote channels. This full-time hybrid role focuses on resolving customer concerns with empathy and professionalism to build trust and loyalty.

Responsibilities

  • Manage high-volume inbound customer contacts across multiple communication channels.
  • Deliver timely and effective after-sales support, identifying solutions that create positive customer outcomes.
  • Resolve customer concerns with empathy, professionalism, and sound judgement.
  • Investigate complex cases and coordinate with internal stakeholders and service providers to facilitate resolutions.
  • Assess claims relating to product quality, warranties, and extended guarantees.
  • Maintain accurate customer records and case documentation within CRM systems.
  • Meet service level expectations and response timeframes while maintaining a high standard of customer experience.
  • Build trust and customer loyalty by consistently delivering positive and seamless experiences.

Requirements

  • Previous experience in customer service, contact centres, retail operations, or customer resolution environments.
  • Strong problem-solving and decision-making skills with the ability to evaluate situations and recommend practical solutions.
  • Excellent verbal and written communication skills with a professional and customer-focused approach.
  • Demonstrated resilience and the ability to remain calm and composed when handling challenging situations.
  • Strong attention to detail and the ability to manage multiple priorities effectively.
  • Confident computer literacy and the ability to quickly learn new systems and technologies.
  • A collaborative mindset and the ability to work effectively both independently and as part of a team.
  • A genuine passion for delivering outstanding customer experiences and creating positive outcomes.

Desired Qualifications

  • Training will commence on Monday 28 September 2026, for a period of 4 weeks (Mon-Fri, 9am-5pm) combination of onsite and work-from-home learning.

Benefits

  • $28.31 per hour base rate (Monday to Friday, 7:00am to 6:00pm)
  • $42.47 per hour Sunday rate (9:00am to 11:00pm), plus above-award pay and applicable penalty rates, including weekends and public holidays
  • 5 weeks' of paid annual leave, paid parental leave, family and community leave, and more
  • 24/7 access to our Employee Assistance Program (EAP) for health and wellbeing support
  • 15% Co-worker discount
  • Co-worker uniform provided
  • Free Co-worker parking
  • Bonus programme (where eligible)
  • Rosters published 4-6 weeks in advance
  • Affordable, nutritious meals and complimentary drinks in the co-worker restaurant
  • Benefits Membership, providing savings and discounts on everyday expenses, entertainment, retail, and wellbeing services through hundreds of participating providers
  • Co-worker Loyalty Program, offering additional employer contributions to your superannuation (where eligible)
  • Novated Leasing for Electric Vehicles (EVs) through our partnership with Flare, supporting a more sustainable way to drive
#customer service#contact centres#retail operations#customer resolution
IKEA Logo

Company

IKEA

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

Hybrid

Experience Level

Associate

Locations

Perth, Australia

Applicants

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