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/fortnight. • Internal job title: Resolutions Generalist • Work location: Customer Service Centre (RCMP), Tempe NSW. (hybrid work arrangements) • Working hours: availability required between 8:00am to 8:30pm (AEST) weekdays and alternating weekends (both Saturday & Sunday).
Recruitment Process Overview: • Video interview: shortlisted candidates will complete a short pre-recoreded video interview. • Interview panel: next step is an in-persong Group Assessment Centre on Wednesday 9 September. • Training: will commence on Monday 28 September, for a period of 4 weeks onsite (Mon-Fri, 9am-5pm). After that, you’ll receive your regular roster.
Who you are
As a Customer Resolution Representative, you are: • Proven experience in a customer service role, particularly in retail or contact centre 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.
About this work area
As Customer Resolution 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.
We need people like you
At IKEA, work is so much more than a job. Come join us!
