Senior Customer Service Representative (B2B)
"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you."
A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself.
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
* $29.59 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 76hrs/fortnight
* Internal job title: Senior Resolutions Generalist
* Work model: Hybrid, 3 days on-site, 2 days from home once established in the role
* Working hours: availability required between 9:00am - 8:00pm (AEST) Monday to Friday.
* Work from home requirements: An ergonomic work environment, and a fast & reliable internet connection is essential
RECRUITMENT PROCESS
* 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 Senior Customer Service Representative, you will support our B2B customers throughout the aftersales journey by resolving enquiries, providing exceptional service, and ensuring a smooth customer experience. You will also collaborate closely with B2B Sales team and support our invoice‐to‐pay customers with financial and account‐related matters.
Your responsibilities will include, but are not limited to
* Supporting B2B customers with enquiries and resolutions relating to the aftersales stage of their customer journey.
* Responding to customer enquiries across multiple communication channels within set timeframes.
* Investigating complex cases, liaising with service providers, and assessing quality and warranty‐related concerns.
* Collaborating closely with the Sales team to deliver a seamless customer experience and support their pre‐emptive and proactive service approach.
* Assisting invoice‐to‐pay customers with applications, credit enquiries, disputes and account‐related queries.
Who you are
As a Senior Customer Service Representative, you are customer‐focused, confident in the B2B accounts, and motivated by solving problems and creating great outcomes for our business customers. To succeed in this role, you will have:
* A passion for solving problems, going beyond answering enquiries to finding smart, customer‐centred solutions that create a smooth B2B aftersales experience.
* A positive and composed approach, remaining calm during challenging situations and skilfully using de‐escalating techniques.
* Clear, confident and respectful communication, able to navigate complex B2B matters while building trust and maintaining constructive conversations.
* Strong written and verbal communication skills with the ability to adapt your style across different channels and audience.
* Empathy and patience, with the ability to listen carefully to customer needs and work towards the best possible resolution.
* Excellent organisation and multitasking abilities, comfortably managing multiple enquiries and cases while using various tools and systems to stay on track.
* Experience supporting B2B customers, including handling aftersales cases, resolving complex issues and understanding financial or credit‐related enquiries.
* A willingness to learn and adapt, especially when working with operational processes, ways of working, and B2B finance‐related procedures.
We need people like you
At IKEA, work is so much more than a job. Come join us!
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