Home Services Coordinator

2 weeks ago

Melbourne, Victoria, Australia JB Hi-Fi Limited Full time
Home Services Coordinator (Call Centre Agent)

Job no:
Work type: Permanent Full Time
Location: VIC - Metro
Categories: Contact Centre

About us

Be a part of Australia's fastest growing and largest consumer electronics retailing group - over 200 stores and 13,000 employees. JB Hi-Fi is one of Australasia's largest and most trusted retailers. Specialising in consumer electronics, home entertainment, small appliances and white goods, JB Hi-Fi strives to deliver the most extensive range, cheapest prices and genuine service to customers every day.

The heart of our business is our people and we are proud of a culture that fosters teamwork, nurtures talent, encourages individuality and embraces diversity.

  • We have a supportive, transparent and inclusive team
  • JB Hi-Fi and The Good Guys are multi-award winning, iconic retail brands with a rich history in the Australian retail market
  • We support vulnerable members of our community by making donations to our 'Helping Hands' and 'Doing Good' workplace giving programs. Every dollar our team donates is matched and together we have donated more than $33m to our charity partners.
  • We offer generous team member discounts across The Good Guys and JB Hi-Fi
  • You will have exposure to ongoing training & development opportunities from day one
  • We offer fantastic long-term career opportunities across the broader JB Hi-Fi/The Good Guys group

About the role

The Home Services Coordinator manages enquiries via multiple channels (inbound/outbound phone, email etc) from stores, customers and subcontractors to support the operational requirements of the Installation program. Helping to ensure products and services are supported and installed in a timely manner with escalations minimised and managed effectively. This role provides our customers with an outstanding experience from end to end, showing that we care and in turn create loyal raving fans

Please note, you will be required to work a rotating roster including some weekends and public holidays.

Key Responsibilities:

  • Handle all Home Service enquiries, surveys and escalations from stores, customers and subcontractors, and take ownership of Customer outcomes.
  • Ensure any calls, surveys, escalations and support tickets are resolved appropriately and within agreed timeframes to achieve great 'raving fan' customer outcomes with an objective, proactive, helpful attitude across all communication channels.
  • Manage and monitor coverage, scheduling and optimisation of work orders including scheduling conflicts, unplanned absences, and jeopardy management.
  • Working with multiple systems, and within processes and procedures.
  • Assistance with key JB Stakeholders around the business as required.
  • Adhere to coaching & development and be active in working towards organisational goals.
  • Assist customers with complex support, including de-escalation & complaints handling, and communicating with multiple stakeholders in order to achieve a positive customer or business outcome.
  • Adhere to coaching & development and be active in working towards organisational goals.
  • Other duties as directed

About you

  • Customer Service experience, ideally in a retail/corporate environment
  • Microsoft Product Knowledge Extensive experience & history with PCIDSS, Privacy, ACL and other relevant legal framework requirements
  • Experience using Salesforce or other workforce management system preferred.
  • Knowledge and understanding of appliance and technology products preferred.

To apply

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don't meet 100% of the criteria) – please don't hesitate to apply

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