Resolutions Specialist – Multichannel Customer Care (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

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