Customer Service Representative

2 weeks ago

Heatherton, Australia Metcash Full time

**About the role**

Are you ready to be the friendly voice that makes our members/customers' day? We're on the lookout for a passionate, problem-solving dynamo to become the first point of contact for our valued customers and our members

As a key member of our team, you'll play a pivotal role in delivering top-notch service and building trust. Reporting to the Customer Service Centre Manager, this is your chance to shine while ensuring our customers enjoy an exceptional experience

**What you'll be doing**
- **Be the Voice of the Company** - Handle inbound and outbound calls with ease, keeping our customers smiling.
- **Keep It Organized** - Log all calls with precision in our CRM system, ensuring nothing falls through the cracks.
- **Solve Problems Fast** - Minimize escalated calls and provide quick, effective solutions.
- **Process with Precision** - Handle credits, process orders, and efficiently manage service requests.
- **Tech-Savvy Navigator** - Switch seamlessly between systems to get the job done
- **Flexibility is Key** - You’ll work within a rotating roster, ensuring support is always available.

**You’re Likely a Match If You have**
- **Experience that Counts** - Previous experience in a similar role will help you hit the ground running.
- **Adaptability** - Comfortable in a non-scripted environment, able to learn on the fly.
- **Tech-Savvy** - Proficient in multiple systems and MS Office (Excel, Word, PowerPoint).
- **Communication Skills** - Strong verbal and written skills that leave a lasting impression.
- **Problem-Solving Pro** - Quick on your feet and able to troubleshoot with ease.
- **Focus on Details** - You have a sharp eye for detail and always deliver with accuracy.
- **Efficient & Organized** - You know how to prioritize and work independently with mínimal supervision.
- **Team Player** - You bring positive energy and adapt easily to new situations.
**Customer-Focused** - You’re always striving to exceed expectations and make customers feel valued.

**What’s on offer**

We’re proud to offer a workplace that supports your well-being, growth, and belonging:
️ Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually

Career Growth: Endless learning and development opportunities

Parental Leave: 12 weeks of gender-neutral paid leave for primary carers

Inclusive Culture: Bronze Employer for LGBTQ Inclusion
- ️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024-2025)

Mental Health: Gold accreditation by Mental Health Australia

Flexibility: Flex Ready and Family Friendly Workplace accredited

**About Us**

At Total Tools & Hardware Group (Part of Metcash), we’re more than just a group of hardware and tool retailers — we’re a national network helping build stronger communities.

Backed by trusted brands like Mitre 10, Total Tools, and Home Timber & Hardware, TTHG supports independently owned, joint venture, and company-owned stores across Australia. With a strong focus on local ownership and expert advice, we give tradies, builders, and DIYers the edge they need to tackle any job — big or small. Whether it’s trade-quality tools from Total Tools or reliable hardware from Mitre 10 and HTH, TTHG is the powerhouse behind the stores that keep Australia building.

INHT #LI-SC1

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