Customer Service Representative (NSW)

IKEA; Sydney; Hybrid; AUD 58,000 - 60,000; Full time

Benefits offered by this job

15% Co-worker discount

Low-cost meals and drinks

Uniform provided

Free parking

Benefits membership

Novated leasing

Superannuation salary sacrifice

Fitness Passport

Bonus programme

Loyalty programme

Job summary

IKEA is seeking a Customer Service Representative (Resolutions) to join our Remote Meeting Point team in Tempe NSW. You will provide after-sales support across phone, email, chat and other touchpoints, balancing customer satisfaction with business needs.

The role requires contact-centre experience, strong empathy, and ability to stay calm under pressure. Training is onsite for four weeks (9:00–17:00), after which rosters will be set. Hybrid working arrangements are available.

Qualifications

• Experience in a contact centre or customer service environment.
• Strong problem-solving skills and ability to investigate issues.
• Excellent verbal and written communication with empathy.
• Ability to manage multiple tasks and stay calm under pressure.

Responsibilities

• Provide after-sales support across phone, email, chat and other channels.
• Investigate issues and work with internal teams to resolve cases.
• Capture customer feedback to drive improvements.
• Document interactions accurately in IKEA systems.
• Deliver high-quality customer experiences with care and empathy.

Skills

Customer service

Communication

Problem-solving

Multitasking

Teamwork

Digital systems

Job description

Working at IKEA has its benefits and rewards:

• $29.65 hourly base rate
• Above-award pay and applicable penalty rates, including weekends and public holidays
• 5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Co-worker uniform provided
• Free Co-worker parking
• Free benefits membership (savings and discounts across retailers and service providers)
• Novated leasing and EV subscription options
• Superannuation salary sacrifice
• Fitness Passport membership available
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

• Position type: temporary fixed-term opportunity until February 2027, full-time and part-time opportunities.
• Internal job title: Resolutions Generalist
• Work location: Customer Service Centre (RCMP), Tempe NSW.
• Hybrid working arrangements available following successful completion of training
• Working hours: availability required between 8:30am 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-person Group Assessment Centre on Wednesday 14 October 2026
• Training: will commence on Monday 26 October 2026, for a period of 4 weeks onsite (Monday-Friday, 9:00am-5:00pm). After that, you'll receive your regular roster.

Who you are

As a Customer Service Representative (Resolutions), you are passionate about creating a positive customer experience and finding solutions that meet customer needs.

You have:

• 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.
• The 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.

About this work area

As a Customer Service Representative (Resolutions), your responsibilities will include, but are not limited to:

• 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.

Together as a team

The Remote Customer Meeting Point is an integrated part of IKEA's omnichannel retailing business. We support customers whenever and wherever they choose to interact with IKEA, creating simple, seamless and positive experiences across all remote channels.

Our Resolutions team plays a critical role in building trust in the IKEA brand by delivering exceptional after-sales support and helping customers find the best possible solutions with empathy, understanding and care.

We need people like you

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