Customer Support Centre Representative (Inner West Council)

Our team within IKEA At IKEA, our vision is to create a better everyday life for the many people. Benefits 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)
- Perks 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 Programme 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 8:00 am to 8:30 pm (AEST) weekdays and alternating weekends (both Saturday & Sunday) Responsibilities
- 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
- Using problem‑solving and resolution techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention and brand trust
- Answering all customer enquiries through our different communication channels (phone, chat, email, etc.) within the set timeframes
- Documenting 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 Qualifications
- Proven experience in a customer service role, particularly in retail or after‑sales services is highly valued
- Curious with strong problem‑solving skills to help create innovative solutions for our remote customers
- 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
- 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 #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rrl9j