Position: Resolutions Generalist (Customer Support Centre Representative)
Position type: Permanent, full time 76 hours per fortnight. Work location: Customer Service Centre (RCMP), Tempe NSW. Working hours: availability required between 8:00am and 8:30pm (AEST) weekdays and alternating weekends (Saturday & Sunday).
Benefits
* $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
Job 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.
* 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.
Job Qualifications
* 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 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.
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