Overview
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.
Job Description
As the Customer Solutions Coordinator – Post Sales Support, you will be responsible for providing exceptional multi-channel customer service and ongoing loyalty by understanding customer issues and needs, and finding a resolution to post-sale inquiries and escalated complaints.
Key Responsibilities
* Providing frictionless post-sale service across multiple channels to customers seeking support on promotional, post-sale, Gold Service Extras, Home Services or centralised complaint channels.
* Promptly investigating, triaging or resolving customer complaints to reach satisfactory outcomes that compliantly drive customer engagement and loyalty.
* Collaborating with internal and external stakeholders (e.g., contractors, outsourced service providers, suppliers and agents) to better meet customer needs and improve processes that impact customer satisfaction.
* Identifying, investigating and escalating issues which may indicate defects that could result in compliance breach, reputational risk or financial loss.
* Supporting processing of customer requests and administrative needs to support customers and the Customer Experience function.
* Ensuring the secure management of customer data to ensure transparency and accuracy of all customer information throughout the customer lifecycle.
Qualifications
* Frontline customer service experience preferable.
* Retail in-store sales or administration experience highly desirable.
* Experience with 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. 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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