Company Description
At JB Hi-Fi, we're more than one of Australia's largest and most trusted retailers – our team is passionate, knowledgeable, and down‐to‐earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.
Why Join JB Hi-Fi?
* 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 may include generous sales commission and other fantastic incentives.
* Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi‐Fi Group (including JB Hi‐Fi Australia, JB Hi‐Fi New Zealand, The Good Guys and E\&S Trading).
* Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.
* 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and flexibility with hybrid working models for eligible roles.
* Employee Assistance Program (EAP) provides counselling and wellbeing resources.
* Helping Hands workplace giving program has raised millions for charity partners.
* Commitment to sustainability, aiming for net zero carbon emissions by 2030.
Job Description
As the Customer Experience Coordinator, you will manage and resolve cases that originate from inbound customer inquiries (via email, form submission, or direct input from the Customer Care Team). You will also provide quoting, order fulfilment services and ensure the smooth handling of backorders, supplier follow‐ups, and escalations.
Key Responsibilities
* Take ownership of complex cases that cannot be resolved on the first contact and ensure thorough resolution.
* Manage backorder follow‐ups and supplier coordination for timely delivery.
* Handle complex quotes and orders with bespoke requirements, collaborating with Account Managers as needed.
* Maintain adherence to SLAs for case resolution and proactively communicate with customers for updates.
* Drive improvement in customer satisfaction (CSAT) and net promoter score (NPAS) through high‐quality case management.
* Collaborate with Senior Customer Experience Coordinators on escalated or complex cases.
Qualifications
* Proven experience in case management or customer service, ideally in a commercial or B2B environment.
* Strong written and verbal communication skills, handling escalated cases professionally.
* Ability to handle complex cases, resolve issues independently, and elevate when necessary.
* Accurate management of multiple cases, tracking progress and following up for timely resolution.
* Experience working across teams (sales, fulfilment, suppliers) to resolve customer cases.
* Strong organisational skills, managing multiple priorities.
* Proficiency in CRM systems, particularly Salesforce, CPQ, and Service Cloud.
* Familiarity with Salesforce or similar CRM platforms is highly regarded.
* Experience with order fulfilment processes and supplier follow‐ups.
* Understanding of CSAT, NPAS, and case management metrics.
Additional Information
Please note the Support Office will be relocating in the near future to the North Sydney area.
JB Hi‐Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion.
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