Customer Support Team Member

4 days ago

Hawthorn East, Australia Bunnings Full time

**Join us and experience Bunnings from the other side of the counter**

**What’s in it for you**when you’re part of our**team**:

- Team discount at Bunnings and other Wesfarmers brands including Kmart, Target and Officeworks to name a few
- Free standard OnePass membership
- Access to over 100+ exclusive team member benefits across health, shopping, travel and stay, wealth, work and leave
- 12 weeks paid parental leave, regardless of gender
- Fun stuff like annual festive gifts, discounted food and drinks at our Bunnings Cafe, and travelling store team member opportunities
- We’re genuinely invested in your career and no matter where you start with us, that pathway is yours to build

**About the role**:
The **Customer**Support**Team Member**will report to the Customer Support Team Leader and will be responsible for providing best service, guidance, and support.

This role will liaise with a range of stakeholders to ensure a smooth service experience for all customer groups using the Bunnings digital platform.

**What's involved**:

- Manage Online Special Orders referred directly from customers via the Bunnings website, in-store and over the phone.
- Manage orders post-sale including supplier follow up, customer service, order fulfillment and delivery
- Build strong supplier, customer, and stakeholder relationships
- Develop an extensive understanding of product sourcing and pricing.
- Well-rounded understanding of all digital offers to support a positive Customer Experience
- Focus on first-point resolution of customer enquiries
- Focus on risk mitigation and expedited escalation of issues to relevant stakeholders
- Answering inbound calls from a range of stakeholders with a genuine interest to assist
- Making outbound calls to suppliers and customers related to online orders
- Reviewing reporting for process improvement
- Implement and support the effective use of internal processes and systems

Cross functionality of tasks across the wider Team Info and Help Contact Centre

**To be successful in this role**you will need**:

- Exposure to Call Logging Software ( advantageous )
- Product knowledge specific to special orders range ( advantageous )
- Sound interpersonal skills along with the ability to communicate with various internal and external stakeholders.
- Time and priority management skills, ability to work to deadlines
- A passion for customer service and a friendly and helpful manner
- Confident in the use of PCs and basic knowledge of Microsoft Office
- The ability to work a rotation roster including weekends.

**You’ll be part of a workplace where you’ll feel like you belong.**

**About Us**

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand. We’re a major supplier to project builders, commercial tradespeople and the housing industry operating from a network of stores, trade centres, frame and truss sites and online.
- Please note if you are offered a role with us, background checks may be required. This can include police, employment and qualification checks. If a police check search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role._

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