Customer Resolution Representative

Our team within IKEA

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.

What you need to know

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 76 hours per fortnight.
• Internal job title: Resolutions Generalist
• Work location: IKEA Perth, Innaloo (hybrid work arrangements)
• Working hours: availability required to work a rotating roster, 8:00am to 8:30pm (AWST) weekdays and alternating weekend.

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.

About this work area

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 Resolution 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.

We need people like you

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