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IKEA Contact Centre Representative

We need people like you. Come join us!
Want to make something extraordinary? Come make it at IKEA. We’re opening our first store in Aotearoa. This is your chance to become part of the IKEA whānau and be part of something historic from day one. Together with all our co-workers, we’re on a mission to create a better every day for the many people. Now, we’re preparing to bring that mission to the many Kiwis!
Because we know that great ideas can come from anywhere, everyone has the potential to make a real impact at IKEA. Whether you're a creative thinker, a problem-solver, or someone who loves helping others, there’s room for you to grow here. After all, some of our best leaders started their journey on the shop floor. Now it's your turn to help assemble our story in Aotearoa.

We’re excited to announce multiple openings for Resolutions Generalists to join our team. If you’re passionate about delivering exceptional customer experiences and thriving in a fast-paced environment, we want to hear from you!

To be considered for a IKEA Resolutions Generalist role, experience in the following is essential:
  • Possess good knowledge of the IKEA product and service range, home furnishing design, general remote customer behaviour across channels as well as of remote customer engagement, how personal performance is measured and how it contributes to business goals.
  • Have a high level of data/computer proficiency.
  • A passion for meeting customers and understanding their life at home and being energised by providing great customer service and reaching individual as well as team goals.
  • Enjoy working with technology that enables distance engagement in a remote, fast-paced and future-oriented environment and working in a team with common goals in a sharing and open culture.
  • A strong customer-focused mindset, thus steering conversation in a polite, friendly and trustworthy way and an ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and deescalate potential conflicts.
  • Strong customer service skills and ability to adapt communication depending on channel.

What you need to know:
  • The work location for this role is hybrid between our external warehouse in Māngere and working from home.
  • You will need to have a fast and secure internet connection as well as a home set-up available with privacy, to handle inbound interactions.
  • This role is a permanent role, 60–79 hours per fortnight.
  • The internal title for this role is IKEA Co-Worker - Resolutions Generalist.
  • The expected start date for this role is 25th August.
  • As part of the recruitment process, this role requires a pre-employment check for final candidates which includes a reference check.
  • As our store operates 7 days per week, you must have the availability to work a rotating roster with a mix of day and evening shifts. You also have the availability to work 3 out of 4 weekends in a month.
  • Applications close 23rd June.
  • The first step of the recruitment process will be an application form. If you are successful to the next step, you will be notified via email and be invited to complete a video Interview.
  • If successful for the role, you will undergo a comprehensive onboarding program spanning over 12 weeks. This program is designed to provide in-depth knowledge of the IKEA business and their specific job responsibilities. The onboarding will encompass theoretical training, practical workshops, mentorship through buddying, and hands-on experience via live interactions.
  • IKEA Sylvia Park is a non-smoking workplace.
  • Car parking will not be provided and therefore IKEA encourages all Co-workers to utilise public transport wherever possible.
  • Got questions? Drop us a line atIKEA@hays.net.nzwe're all ears!

We need people like you.
At IKEA, work is so much more than a job. Come join us! Click 'Apply Now' to learn more about this exciting opportunity, why we will love you, IKEA benefits and be a part of assembling IKEA's story in Aotearoa today!


Summary

Job Type
Permanent
Industry
Retail & Consumer Goods
Location
Auckland CBD
Specialism
Contact Centres
Pay
27.80 P/H
Ref:
IK05012c
Closing date
23 Jun 2025

Talk to a consultant

Talk to Ben Ross, the specialist consultant managing this position, located in Auckland
Level 36, The ANZ Centre, 23-29 Albert Street

Telephone: 280626108