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 • If your application is successful, you may be invited to complete a video screening interview as part of the recruitment process. • If your application is progressed, you will be invited to attend a virtual interview with the hiring team.
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. • 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.
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!
