Remote Customer Resolutions Specialist

Inter IKEA Systems B.V.; Western Australia; Hybrid; AUD 39,000 - 47,000; Full time

Benefits offered by this job

Above-award pay

5 weeks’ Annual Leave

Parental Leave

Employee Assistance Program

Worker discount 15%

Uniform provided

Co-worker parking

Benefits membership

Novated leasing

EV subscription options

Superannuation salary sacrifice

Fitness Passport

Bonus programme

Loyalty programme

Job summary

IKEA Perth in Western Australia is seeking a Customer Service Representative (Resolutions) to deliver after-sales support and empathetic customer care across phone, email, chat and other channels.

Training takes place onsite, with a hybrid arrangement available after training, and the role involves availability between 7:00am and 5:30pm on weekdays with alternating weekends. A strong emphasis on problem solving and service excellence is required.

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.
• 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.

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

Customer service

Problem solving

Communication

Empathy

Teamwork

Digital literacy

Tools

CRM systems

Job description

IKEA Perth in Western Australia is seeking a Customer Service Representative (Resolutions) to deliver after-sales support and empathetic customer care across phone, email, chat and other channels.

Training takes place onsite, with a hybrid arrangement available after training, and the role involves availability between 7:00am and 5:30pm on weekdays with alternating weekends. A strong emphasis on problem solving and service excellence is required.