Customer Resolutions Specialist - Hybrid & Flexible Hours

Ikea Ab; Perth; Hybrid; AUD 39,000 - 47,000; Full time

Benefits offered by this job

Paid leave

Employee discounts

Uniform provided

Free parking

Health benefits

Job summary

IKEA Ab in Perth, WA is seeking a Customer Service Representative (Resolutions) to deliver after-sales support across phone, email and live chat. You will work in a fast-paced environment, taking ownership of cases from start to resolution with empathy.

The role includes training, hybrid work after onboarding, and a comprehensive benefits package including generous leave, discounts and health support.

Qualifications

• Previous experience within a contact centre, customer service, complaints resolution, or after-sales support environment.
• Strong problem-solving skills with the ability to investigate issues and identify suitable outcomes for customers.
• Excellent verbal and written communication skills with a professional and empathetic approach.
• Ability to remain calm and confident when handling complex or challenging customer situations.
• Strong attention to detail and the ability to manage multiple tasks simultaneously.
• Confidence using digital systems and technology in a fast-paced environment.
• A collaborative mindset and the ability to work both independently and as part of a team.
• A genuine passion for helping customers and creating a better everyday life at home.
• The ability to adapt communication across different channels including phone, email and live chat.

Responsibilities

• Providing customers with after-sales support and solutions that balance customer satisfaction with commercial awareness.
• Handling customer enquiries across multiple communication channels including phone, email, chat and other remote customer touchpoints.
• Investigating complex customer cases and working with internal teams and external service providers to achieve positive resolutions.
• Applying conflict management and de-escalation techniques to support positive customer outcomes and retention.
• Taking ownership of customer issues from start to resolution while delivering a high level of care and empathy.
• Documenting all customer interactions accurately within IKEA systems and tools.
• Capturing customer insights and feedback to help drive continuous improvement to the customer experience.
• Staying informed on IKEA products, services and commercial priorities to provide accurate and relevant support.
• Contributing to individual, team and business goals by delivering high-quality customer experiences.

Skills

Contact centre

Problem solving

Communication

Calm under pressure

Attention to detail

Tech-savvy

Team player

Customer focus

Multi-channel support

Job description

IKEA Ab in Perth, WA is seeking a Customer Service Representative (Resolutions) to deliver after-sales support across phone, email and live chat. You will work in a fast-paced environment, taking ownership of cases from start to resolution with empathy.

The role includes training, hybrid work after onboarding, and a comprehensive benefits package including generous leave, discounts and health support.