Customer Service Representative (NSW)

Ikea Ab; Sydney; Hybrid; AUD 39,000 - 44,000; Full time

Benefits offered by this job

Above-award pay

5 weeks paid leave

Employee assistance program

15% co-worker discount

Co-worker restaurant meals

Uniform provided

Free parking

Benefits membership

Novated leasing

EV subscription

Job summary

IKEA Tempe NSW is seeking a Customer Service Representative (Resolutions) to deliver after-sales support across phone, email, and live chat, helping customers find solutions with empathy while balancing commercial needs. Training starts Oct 2026 with a four-week onsite program, followed by a hybrid roster.

Availability is required 8:30am–8:30pm weekdays and alternating weekends; join a collaborative team dedicated to delivering a better everyday life at home for our co-workers and customers.

Qualifications

• Experience in a contact centre, customer service, complaints resolution, or after-sales support.
• Strong problem-solving skills to investigate issues and identify outcomes.
• Excellent verbal and written communication with empathy and professionalism.
• Calm, confident handling of complex customer situations.
• Attention to detail and ability to manage multiple tasks.

Responsibilities

• Provide after-sales support and solutions balancing satisfaction with business needs.
• Handle inquiries across phone, email, chat and other remote touchpoints.
• Investigate complex cases and coordinate with internal/external teams for resolutions.
• Apply conflict de-escalation techniques to support outcomes.
• Take ownership from start to finish with care and empathy.
• Document interactions accurately in IKEA systems.
• Capture insights to drive continuous improvement.

Skills

Customer service

Problem solving

Communication

Empathy

Multitasking

Digital literacy

Teamwork

Channel versatility

Job description

What you need to know

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.

• 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!