Team Member

**Title**:Team Member - Permanent**:

- Location: North Rocks, New South Wales, AU**About us**:
At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

Fast paced. Innovative. Inspiring. With more than 8000 team members and a national footprint of more than 168 retail stores Australia wide - we’re focused on delivering a wide range, low price and great service. We’re about inspiring new ideas and thinking outside the box. We’re about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We’re about teaching a customer something new and supporting the community. We’re about making a difference.

**About the role**:
We are looking for passionate Full-Time Customer Service Team Members to join us at our Customer Service Centre in North Rocks, Sydney. Your role will involve being the central point of contact for all customers and answering inbound calls as well as other channels to ensure that we can support the Officeworks vision to ‘make bigger things happen’.

**Alongside this, you will**:

- Take ownership of customer enquiries and follow up customer calls where necessary.
- Manage and resolve escalated or complicated customer enquiries.
- Document all call information and adhere to standard operating procedures.
- Enter and maintain customer information using a variety of systems.
- Provide customers with product and service information.

Research required information using available resource.

**About you**:
You are a customer focused individual, who has knowledge of customer service principles and practices and experience with call centre telephony and technology. Alongside this:

- You demonstrate a high level of verbal and written communication skills.
- You can use effective solution focused techniques to deliver customer expectations.
- You can maintain an up-to-date knowledge of in-house systems & procedures.
- You ensure tasks are completed to achieve Quality Assurance Standards in all customer interactions.
- Demonstrate the ability to problem solve and make decisions by managing and resolving escalated customer complaints.
- Effective conflict resolution with escalated customer queries showing your ability to utilise your active listening skills to make calculated decisions.
- You have time management skills and the ability to adhere to a structured environment.

**Our culture**:
It’s all in a day’s work when you’re part of the Officeworks community - where you’re not defined by who you are, but what you can do. We celebrate our teams’ uniqueness by offering the below to the Officeworks family:

- An inclusive, diverse, and supportive environment.
- Flexible working arrangements to best support your individual needs.
- A key focus on wellbeing and safety.
- Generous discounts at Officeworks, Bunnings, Kmart, Target and Catch.
- Ongoing training and development opportunities to progress your career.
- Industry leading Growing Families policy and access to Circle In portal for Working Families.

Officeworks is a** ‘Circle Back Initiative’ **employer - we commit to respond to every applicant.

Officeworks requires all new team members to be fully vaccinated for COVID-19 (unless they have a medical exemption). This recognises that governments in a number of jurisdictions have already mandated vaccinations for people working in retail and is about creating a safer workplace for team, customers and the community.