Resolutions Generalist: Remote-Friendly Customer Care

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

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.