Customer Experience Coordinator

3 days ago

Upper Mount Gravatt, Australia The Good Guys Full time

**Key Responsibilities include, but are not limited to**:

- Taking ownership of complex cases that cannot be resolved during the first contact and ensure. thorough resolution by capturing all necessary details and updating Salesforce.
- Managing backorder follow-ups and supplier coordination to ensure timely delivery of customer orders.
- Handling complex quotes and orders that involve bespoke requirements, collaborating with Account Managers where necessary.
- Ensuring adherence to SLAs for case resolution, and proactively communicate with customers to provide updates on case status.
- Driving improvement in customer satisfaction (CSAT) and net promoter score (NPAS) outcomes scores through consistent, high-quality case management.
- Collaborating with the Senior Customer Experience Coordinators on escalated or complex cases that require additional support.

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

- Proven experience in case management or customer service roles, ideally within a commercial or B2B environment.
- Strong written and verbal communication skills, with the ability to handle escalated cases professionally and clearly.
- Demonstrated ability to handle complex cases, resolve issues independently, and escalate when required.
- An ability to accurately manage multiple cases, track progress, and follow up to ensure timely resolution.
- Experience working across teams, particularly with sales, fulfilment, and suppliers to resolve customer cases.
- Strong organisational skills, with the ability to manage multiple cases and priorities at the same time.
- Proficiency in using CRM systems, particularly Salesforce, CPQ, and Service Cloud for case management and customer service.
- Familiarity with Salesforce or similar CRM platforms is highly regarded, desired.
- Experience handling order fulfilment processes and supplier follow-ups, desired.
- Understanding of CSAT, NPAS, and case management performance metrics, desired.

**Additional Information**:

- JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) - please don’t hesitate to apply_

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