Customer Service Representative (Sydney)

IKEA; Sydney; Hybrid; AUD 71,635,000 - 90,922,000; Full time

Benefits offered by this job

Paid annual leave

Parental leave

Employee assistance program

Co-worker discount

Uniform provided

Free parking

Job summary

IKEA is seeking a Customer Service Representative (Resolutions) in Sydney to provide after-sales support across phone, email, chat and other touchpoints. You will investigate complex cases with internal teams and external providers, delivering empathetic, effective solutions while maintaining commercial awareness and high service standards.

The role offers hybrid work after training, a temporary fixed-term contract until February 2027, and a range of benefits including competitive hourly pay and

Qualifications

• Experience in contact centre, complaints resolution or after-sales support.
• Strong problem-solving skills to identify outcomes for customers.
• Excellent verbal and written communication with empathy.
• Ability to stay calm and confident in challenging situations.
• Good attention to detail and ability to multitask.

Responsibilities

• Provide after-sales support and solutions balancing satisfaction with commercial awareness.
• Handle inquiries via phone, email, chat and other remote touchpoints.
• Investigate complex cases with internal teams and external providers to resolve.
• Apply conflict management and de-escalation techniques to support outcomes and retention.
• Own customer issues from start to resolution delivering care and empathy.
• Document all interactions accurately in IKEA systems and tools.
• Capture insights to drive improvements in the customer experience.
• Stay informed on IKEA products and priorities to provide accurate support.
• Contribute to team and business goals with high-quality customer experiences.

Skills

Problem solving

Communication

Calm under pressure

Attention to detail

Team player

Digital literacy

Empathy

Job description

Customer Service Representative (Sydney)

As a Customer Service Representative (Resolutions), you are passionate about creating a positive customer experience and finding solutions that meet customer needs. You will provide customers with after-sales support and solutions that balance customer satisfaction with commercial awareness, handling enquiries across multiple communication channels including phone, email, chat and other remote customer touchpoints.

Key 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.

About this work area

As a Customer Service Representative (Resolutions), you are passionate about creating a positive customer experience and finding solutions that meet customer needs. You will provide customers with after-sales support and solutions that balance customer satisfaction with commercial awareness, handling enquiries across multiple communication channels including phone, email, chat and other remote customer touchpoints.

Key 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.

Who you are

• 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

What you need to know

Additional Information:

• Position type: temporary fixed-term opportunity until February 2027, full-time and part-time (50hr or 60hrs/fortnight).
• 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.

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
• 24/7 access to Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in 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 superannuation fund where eligible)

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.