Customer Service Coordinator Role

15 hours ago

Sale, Australia The Good Guys Full time

About Us

The Good Guys, Australia's largest and fastest-growing electrical and appliance retailer, seeks a driven Customer Service Coordinator to join our nationwide team. With over 4,000 employees across more than 100 stores and a support office in Melbourne, we're committed to helping families live better for less.

We've been delighting customers since 1952, and today, we build on that heritage while focusing on fulfilling our goal to be Australia's strongest growing total home solutions electrical retailer.

Why Join Our Team?

  • We have a supportive, transparent, and inclusive team environment.
  • 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 through our 'Helping Hands' and 'Doing Good' workplace giving programs.
  • We offer generous team member discounts across The Good Guys and JB Hi-Fi.
  • You'll have exposure to ongoing training and development opportunities from day one.
  • We offer fantastic long-term career opportunities across the broader JB Hi-Fi/The Good Guys group.

The Role

As a Customer Service Coordinator, you'll play a critical role in managing customer orders, responding to inquiries via phone and email, and optimizing processes to meet shared objectives and achieve exceptional results. You'll prioritize the customer's needs and make well-informed decisions, contributing to the success of The Good Guys Commercial and maintaining high standards of customer satisfaction and stakeholder engagement.

Key Responsibilities:

  • Ensure efficient delivery of customer orders and timely resolution of issues.
  • Respond promptly to customer emails and phone requests.
  • Manage backorders and follow up on invoices regularly.
  • Process sales and quotes to facilitate the efficient delivery of products.
  • Identify and escalate defects to trigger corrections and mitigate reputational and financial risks.
  • Follow established processes for issue escalation and provide input for business investigations as needed.
  • Collaborate with stores and other teams to resolve purchase-related issues.

Please note that this role operates on a roster between Tuesday and Saturday, 8:45 am to 5 pm.

About You

You're a driven and motivated individual who thrives in a fast-paced team environment. To excel in this role, you'll need:

  • Previous call centre experience (desired).
  • Excellent phone manner, communication skills, and computer literacy.
  • AWS and Microsoft Dynamic experience (desired).
  • The ability to multitask and navigate multiple systems simultaneously.
  • Punctuality and reliability.
  • Previous contact centre and Zendesk experience (ideal but not essential).
  • Availability to work Saturdays.

Salary: Approximately $65,000 per annum, based on industry standards and location factors.

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