Customer Service Coordinator

6 months ago

Summer Hill, Australia Prouds Careers Full time

About us
The JPL Group is the largest specialty jewellery retail chain in Australia, including iconic brands - Prouds the Jewellers, Angus & Coote and Goldmark, with 450 privately owned and operated stores employing some 4,000 team members nationwide.
At the JPL Group, we are celebrating more than 120 years of golden moments We are renowned to our customers for providing quality, service, value and style; and to our Team Members, we are known for creating an enjoyable and supportive working culture.

About the role
The JPL Group is currently looking for a Customer Service Coordinator to join our online team, reporting to the eCommerce Manager in our Support Office at Summer Hill. You will be responsible for delivering exceptional customer service for inquiries related to the company’s online stores, staff sales and general enquiries, including those relating to product, online refunds & exchanges, delivery and store liaison.

What will you do?
- Ensure that the highest level of customer services standards are maintained at all times
- Assist in monitoring and responding to customer FB/insta queries when required
- Keep track of all pending customer service issues.
- Analyse data from customer issues and make recommendations.
- Process online store, staff sales & phone orders.
- Ensure all information is accurately represented on the website.
- Demonstrate & communicate awareness of competitor pricing and promotions.
- Liaise with Distribution team members to understand stock availability, transfers & package requirements.
- Liaise with the factory to polish, repair & resize products for customers as required.
- Liaise with stores to complete online sales requests that may need to be actioned in-store.
- Liaise with Finance to ensure the accurate recording & despatch of sales, cancellations, refunds and manage risk to minimise fraudulent transactions.
- Assess & process all returned products from the web-store.
- Other duties may be assigned ad hoc.

What skills and experience do you need?
- Experience in retail jewellery, giftware, fashion or fashion accessory is preferred
- Passionate about delivering exceptional customer service
- Strong communication & interpersonal skills
- Must work well in a team environment
- Self-motivated and enthusiastic
- Strong organisational and time management skills with the ability to prioritise tasks
- Intermediate user of Microsoft Excel and Word
- Experience using Zendesk (highly regarded)

**Benefits**:

- Generous Team Member discount across all jewellery brands.
- Great support, for growth and development within your role.
- The opportunity to be part of a dynamic and a family company culture.
- An attractive salary package.
- Walking distance from public transport

This is a fantastic opportunity to work with the largest jewellery retailer in Australia.

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