Group Customer Service Coordinator

1 week ago

Orange, Australia Goldmark Full time

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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