Resolutions Specialist — Customer Care (Hybrid)

Inter IKEA Systems B.V.; Sydney; Hybrid; AUD 34,000 - 48,000; Full time

Benefits offered by this job

5 weeks’ Paid Annual Leave

Parental leave

Employee Assistance Program

Co-worker discount 15%

Co-worker uniform provided

Free parking

Job summary

IKEA Tempe NSW is recruiting a Customer Service Representative (Resolutions) to deliver after-sales support and solutions, across phone, email, chat and other channels. You will investigate issues, de-escalate when needed, and take ownership of cases with empathy and care.

Hybrid work arrangements apply after training; shift availability ranges 8:30am–8:30pm on weekdays and alternating weekends. Join a team dedicated to improving the customer experience at home.

Qualifications

• Experience in contact centres or after-sales support.
• Strong written and verbal communication with empathy.
• Ability to handle multiple channels (phone, email, chat).

Responsibilities

• Provide after-sales support and solutions balancing satisfaction with business needs.
• Handle inquiries across phone, email, chat and other channels.
• Investigate complex cases with internal teams and external providers.
• Apply conflict management and de-escalation techniques.
• Own issues from start to resolution with care and empathy.
• Document interactions accurately in IKEA systems.
• Capture insights to drive service improvements.
• Stay informed on IKEA products and priorities to offer relevant support.
• Contribute to team and business goals with high-quality customer experiences.

Skills

Customer service

Problem-solving

Communication skills

Teamwork

Multichannel support

CRM software

Tools

CRM software

Job description

IKEA Tempe NSW is recruiting a Customer Service Representative (Resolutions) to deliver after-sales support and solutions, across phone, email, chat and other channels. You will investigate issues, de-escalate when needed, and take ownership of cases with empathy and care.

Hybrid work arrangements apply after training; shift availability ranges 8:30am–8:30pm on weekdays and alternating weekends. Join a team dedicated to improving the customer experience at home.