Customer Service Representative

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.

Working at IKEA has its benefits and rewards:

• $28.31 base hourly pay rate + penalty rates (including on weekends, public holidays, and late nights).

• 5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more

• Rosters published 4 weeks in advance.

• 15% Co-worker discount

• Subsidised meals and complimentary drinks in our Co-worker restaurant

• Free uniforms 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)

• 24/7 access to our Employee Assistance Program for health and wellbeing support

Additional Information:

• Position type: Permanent, full time 76 hours per fortnight.

• Internal job title: Resolutions Generalist

• Work location: Customer Service Centre (RCMP), Tempe NSW. 

• Working hours: availability required between 7:00am to 10:00pm (AEST) weekdays and alternating weekends.

Recruitment Process Overview

Video interview: If shortlisted, you may be invited to complete a short video interview.

Group interview: Next step is an-person or virtual interview with the hiring team.

Start date: If successful, your journey with IKEA begins on Monday, 27 October 2025.

Training: Full-time availability is needed for the first 4 weeks (Mon–Fri, 9am–5pm). After that, you'll receive your regular roster.

ABOUT THIS WORK AREA

As a Customer Service 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.

• Answering all customer enquires through our different communication channels (phone, chat, email, etc.) within the set timeframes.

• 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.

At IKEA, we believe a better everyday life starts with making life at home simpler for the many people. You're a natural communicator with a customer-first mindset, bringing calm and empathy to every interaction. You enjoy collaborating across teams to create positive outcomes, while staying organised, analytical, and thriving in a fast-paced environment. Most of all, you're driven to find straightforward, meaningful solutions that help our customers feel supported and understood.

As a Customer Service 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 able 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