Candidate profile (title) What you need to know
Candidate profile (text) - Default language 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.
Key responsibilities (title) Who you are
Key responsibilities (text) 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.
Team vision ( title) About this work area
Team vision (text) 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.
Local section (title) We need people like you
Local section (text) At IKEA, work is so much more than a job. Come join us!
