Customer Support Centre Representative

**Job ID**: 286273
- **Date posted**: 15/04/2025

**Our team within IKEA** At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.We are guided by our cultures & values, creating a great place to work. We stand for equality, diversity and inclusion.We care about people & planet and promote health & wellbeing.We nurture your development and provide career opportunities to unlock your potential. **What you need to know** Working at IKEA has its benefits and rewards:

- $27.35 base hourly pay rate
- Above award rates and penalty rates (including Sunday and Public Holidays)
- 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
- 24/7 access to our Employee Assistance Program for health and wellbeing support
- 15% Co-worker discount
- Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
- Co-worker uniform provided
- Free Co-worker parking
- Bonus programme (where eligible)
- Benefits Membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
- Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

- Position type: Permanent Full-time, 76hrs/fortnight
- Internal job title: Resolutions Generalist
- Work model: Hybrid - 3 days on-site, 2 days from home once established in the role
- Working hours: availability required between 12:00pm to 10:00pm (AEST) weekdays and alternating weekends.
- Work from home requirements: A stable and fast internet connection is essential.

RECRUITMENT PROCESS AND KEY DATES

**About this work area** As a Customer Support Centre Representative your responsibilities will include, but are not limited to:

- Receiving high-volume inbound contacts, operating contact centre telephony and other communication systems.
- Providing customers with after sales solutions that meet their needs, balancing cost consciousness and customer experience.
- Making use of problem-solving and resolutions techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention and brand trust.
- Document all customer interactions, inquiries, and resolutions in our CRM system to maintain accurate and up-to-date records.
- Investigating complex cases, liaising with IKEA service providers, and assessing quality & extended guarantee related claims.

As a Customer Support Centre Representative, you are:

- Proven experience in a customer service role, particularly in retail or aftersales services is highly valued.
- Curious with strong problem-solving skills to help create innovative solutions for our remote customers.
- Able to demonstrate excellent written and verbal communication skills showcasing a polite and friendly manner.
- Good attention to detail along with the ability to remain composed when working under pressure.
- Have proficient computer skills and an ability to learn about all technical aspects of the IKEA systems.
- A team player with a ‘Togetherness’ mindset but also be also to work independently and find solutions.
- The drive to offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, to maximise customer satisfaction.

**We need people like you** At IKEA, work is so much more than a job. Come join us