Customer Resolution Representative (NSW)

IKEA Gruppe; Inner West; Hybrid; Confidential; Full time

Benefits offered by this job

5 weeks paid annual leave

Parental leave

Discounts

Meals subsided

Free uniforms

Free parking

Bonus programme

EAP

Job summary

IKEA Gruppe is seeking a Resolutions Generalist to join the Customer Service Centre in Tempe, NSW. The role involves handling high-volume inbound contacts, delivering after-sales solutions, and documenting all interactions in the CRM system.

Hybrid work arrangements apply, with availability 8:00am–8:30pm on weekdays and alternating weekends. The ideal candidate will have proven customer service experience, excellent communication skills, and the ability to stay composed under pressure while

Qualifications

• Proven customer service experience, retail or contact centre valued.
• Curious with problem-solving to aid remote customers.
• Excellent written and verbal communication in a polite, friendly manner.
• Detail-focused under pressure with strong composure.
• Proficient computer skills and ability to learn IKEA systems.

Responsibilities

• Handle high-volume inbound customer contacts across channels.
• Provide after-sales solutions balancing cost and customer experience.
• Document interactions and resolutions in the CRM system.
• Collaborate with teams to ensure fast, accurate problem resolution.

Skills

Customer service

Problem solving

Written & verbal comms

Attention to detail

Computer skills

Team player

Tools

CRM system

Job description

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-recorded video interview.
• Interview panel: next step is an in-person 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

• 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

• 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 resolution 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!