Escalation Co-ordinator

7 days ago

Wetherill Park, Australia Nick Scali Furniture Full time

Nick Scali Furniture is a nationally recognised household name founded in 1962. As a market leader, we pride ourselves on being experts in luxury furniture design. With over 50+ stores across Australia and New Zealand, we are continuing to grow with new stores opening this year.

Nick Scali Group is growing and so we have a new and exciting opportunity available for a National Support Escalation Supervisor to join our busy team in Wetherill Park. This is a full-time role, from 8:30 to 5:30 in the office.

About the job:

- Be the point of escalation for Customer Care team members to resolve issues as required to ensure customers’ issues are dealt with, completed, and finalised in a timely manner.
- Complete escalated customer inquiries in line with SLA’s
- Raise claims against suppliers for replacement
- Ensure customer satisfaction by providing knowledgeable, courteous, and helpful service.
- Liaise with other departments (e.g., Purchasing, Dispatch, and Quality Control) to establish and maintain effective and relevant service support activities.
- Liaise and work with service technicians/contractors to ensure reports/outcomes are in line with expectations
- Assess severity of customer escalation issues with the appropriate sense of urgency

About you:

- Previous experience in a customer service role, ideally within the retail sector
- Demonstrated experience in working with customers to achieve outcomes
- Experience in other escalation roles highly regarded
- Ability to work under pressure and prioritise
- Self-motivated to think outside the box

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