Appliance Support Operations Expert
6 days ago
Why choose JB Hi-Fi? We have a supportive, transparent and inclusive team, and 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. Our team members enjoy generous discounts across The Good Guys and JB Hi-Fi, and have access 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.
Reporting to the Home Services Operations Manager, the Appliance Support Operations Expert will manage enquiries via multiple channels (inbound/outbound phone, email etc) from stores, customers and subcontractors to support the operational requirements of the Installation program. This role provides our customers with an outstanding experience from end to end, showing that we care and in turn create loyal raving fans.
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.
The successful candidate will have customer service experience, ideally in a retail/corporate environment, and Microsoft Products knowledge, good verbal and written skill. Experience using Salesforce or other workforce management system is preferred. Knowledge and understanding of appliance and technology products is also preferred. The estimated salary for this role is around $80,000 - $100,000 per annum, depending on experience.
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