Customer Resolution Representative

Working at IKEA has its benefits and rewards:
• $28.31 per hour base rate (Monday to Friday, 7:00am to 6:00pm)
• $42.47 per hour Sunday rate (9:00am to 11:00pm), plus above-award pay and applicable penalty rates, including weekends and public holidays
• 5 weeks' of paid annual leave, paid parental leave, family and community leave, and more
• 24/7 access to our Employee Assistance Program (EAP) for health and wellbeing support
• 15% Co-worker discount
• Co-worker uniform provided
• Free Co-worker parking
• Bonus programme (where eligible)
• Rosters published 4-6 weeks in advance
• Affordable, nutritious meals and complimentary drinks in the co-worker restaurant
• Benefits Membership, providing savings and discounts on everyday expenses, entertainment, retail, and wellbeing services through hundreds of participating providers
• Co-worker Loyalty Program, offering additional employer contributions to your superannuation (where eligible)
• Novated Leasing for Electric Vehicles (EVs) through our partnership with Flare, supporting a more sustainable way to drive

Additional information
• Position type: Permanent Full-time, 76hrs/fortnight
• Internal job title: Resolutions Generalist
• Work location: IKEA Perth, Innaloo with hybrid work arrangements
• Working hours: availability required to work a rotating roster, 8:00am to 8:30pm (AWST) weekdays and alternating weekends

Recruitment Process Overview
• Video interview: shortlisted candidates will be invited to complete a short pre-recoreded video interview.
• Interview panel: next step is an online interview with the hiring team.
• Training: will commence on Monday 28 September 2026, for a period of 4 weeks (Mon-Fri, 9am-5pm) combination of onsite and work-from-home learning. Following completion of training, co-workers will transition to their regular roster.

As December and January are among IKEA's busiest trading months, we rely on our teams to provide exceptional support to our customers during this time. As a result, there is a leave blackout period across the business during December and January, and successful candidates will be expected to maintain availability throughout this peak period.
 

As a Customer Resolution Representative, you will manage a high volume of customer interactions across phone, email, chat, and other digital channels. Your goal is to deliver fair, efficient, and customer-centric resolutions while balancing business needs and customer expectations.

Your responsibilities will include, but are not limited to:

• Manage high-volume inbound customer contacts across multiple communication channels.
• Deliver timely and effective after-sales support, identifying solutions that create positive customer outcomes.
• Resolve customer concerns with empathy, professionalism, and sound judgement.
• Investigate complex cases and coordinate with internal stakeholders and service providers to facilitate resolutions.
• Assess claims relating to product quality, warranties, and extended guarantees.
• Maintain accurate customer records and case documentation within CRM systems.
• Meet service level expectations and response timeframes while maintaining a high standard of customer experience.
• Build trust and customer loyalty by consistently delivering positive and seamless experiences.

As a Customer Support Centre Representative, you are:
• Previous experience in customer service, contact centres, retail operations, or customer resolution environments.
• Strong problem-solving and decision-making skills with the ability to evaluate situations and recommend practical solutions.
• Excellent verbal and written communication skills with a professional and customer-focused approach.
• Demonstrated resilience and the ability to remain calm and composed when handling challenging situations.
• Strong attention to detail and the ability to manage multiple priorities effectively.
• Confident computer literacy and the ability to quickly learn new systems and technologies.
• A collaborative mindset and the ability to work effectively both independently and as part of a team.
• A genuine passion for delivering outstanding customer experiences and creating positive outcomes.

At IKEA, our vision is to create a better everyday life for the many people. Everything we do is guided by our commitment to making a positive impact on people, communities, and the planet. From inspiring home furnishing solutions to responsibly sourced food, we strive to bring our values to life every day.

As a Customer Resolution Representative (internally known as a Resolutions Generalist), you will play a critical role in strengthening customer trust and loyalty by delivering exceptional after-sales support across multiple remote channels. You will listen with empathy, understand customer needs, and provide effective, solution-focused outcomes that create positive experiences and reinforce confidence in the IKEA brand.

At IKEA, work is so much more than a job. Come join us!