Customer Support Team Member

Company Description

At The Good Guys, we're here to help families live better for less. Since 1952, we've been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics.

We offer the best value, world-class brands and exceptional customer service across our 100+ store network, online, and in our commercial division, The Good Guys Commercial.

Great careers start at The Good Guys – begin your journey with us today.

Why join The Good Guys?

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi, The Good Guys and E&S Trading in Australia).
• Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

Job Description

As a Customer Support Team Member- Sales and Service Hub your role is to deliver a positive post service experience to the customer and effectively resolve issues in a timely manner.

Key responsibilities for the role are:

• Deliver a positive post service experience and prompt resolution of delivery or product issues
  • Ensure timely scheduling of customer deliveries
• Manage SolvUp cases and process supplier claims accurately for timely payment
• Escalate operational process gaps and work with internal stakeholder to resolve
• Work collaboratively with Supply Chain, Stores and Suppliers to resolve queries and enhance the customer experience
• Undertake all activities in accordance with compliance and legislative requirements, with particular emphasis on Consumer Law and Safety;
• Work closely with stores and other teams to facilitate the effective resolution of customer issues as required
• Escalate issues in line with established processes and provide information and input for business investigations, as required.

Qualifications

Key competencies for the role are:

Customer focus: does everything through the eyes of the customer

Demonstrate Self Awareness: Uses feedback and reflection to gain insight into personal strength and weaknesses

Drives Results: consistently achieves results, even under tough circumstances

Preferred experience:

• Frontline customer service
• Retail instore sales or administration
• Microsoft Office suite

Additional Information

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

The Good Guys 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