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Senior Customer Service Representative

https://www.ikea.com Logo

IKEA

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Location:
Australia , Tempe

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

29.59 AUD / Hour
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • 5 weeks’ Paid Annual Leave
  • Paid Parental Leave
  • Family & Community Leave
  • 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:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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