Group Customer Service Coordinator
2 weeks ago
About the role
Are you passionate about delivering amazing customer experiences? Join JPL Group as our Group Customer Service Coordinator and become the friendly, solutions-focused connection between our customers, online stores, and retail teams.
In this exciting and fast-paced role, you’ll handle a wide range of enquiries — from product and delivery questions to online returns, exchanges, and staff sales support. You’ll be a key player in ensuring our customers feel supported, heard, and valued at every touchpoint.
If you love problem-solving, communicating with confidence, and creating smooth, positive experiences, we’d love to hear from you. Bring your energy, empathy, and attention to detail — and help us take JPL Group’s customer service to the next level.
What will you do?
- Manage and resolve a wide range of customer enquiries, tracking open cases and following up to ensure timely resolution.
- Process online store, staff sales, and phone orders accurately and efficiently when required.
- Maintain up-to-date and accurate product, pricing, and promotional information across the website.
- Collaborate with Distribution, Stores, and Finance teams to coordinate stock, fulfilment, returns, refunds, and fraud prevention.
- Monitor competitor activity and customer feedback to support continuous service and sales improvement.
- Assess and process online returns, ensuring compliance with company policies and customer satisfaction.
- Support digital order management systems and contribute to smooth, coordinated operations within the webstore team.
What skills and experience do you need?
- Knowledge of retail, particularly in jewellery, giftware, fashion, or fashion accessories (preferred).
- Passionate about delivering exceptional customer service with a focus on quality and satisfaction.
- Strong communication and interpersonal skills
- Ability to work collaboratively in a team-oriented environment
- Self-motivated, enthusiastic, and proactive with a strong desire to learn and grow.
- Excellent organisational and time management skills, with the ability to prioritise tasks in a fast-paced environment.
- Intermediate proficiency in Microsoft Excel and Word
This is a fantastic opportunity to work with the largest jewellery retailer in Australia.
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