Job Description

Customer Care Consultant 2IC - Scoresby VIC

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Wesfarmers Industrial & Safety – Scoresby VIC

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Full time

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6d ago , from Wesfarmers Industrial and Safety

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As the 2IC, you will play a pivotal role in supporting the day-to-day operations of the Customer Care team. Acting as a key point of escalation, you'll help resolve customer issues, mentor and coach team members, and ensure service excellence is consistently delivered.

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Working closely with the Team Leader, Customer Care Supervisor, or Customer Experience Manager, you'll contribute to workforce management, team development, performance support, and operational efficiency while maintaining a solid customer-first mindset.

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- Demonstrate commitment to safety by ensuring all identified hazards, near misses, and incidents are escalated promptly
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- Drive a positive culture and behavior throughout your team, aligned with Blackwoods' values
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- Conduct regular performance development discussions and planning meetings with direct reports
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- Manage day-to-day operations, including monitoring workflow through telephony queues, emails, and other business systems
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- Act as a point of escalation for your team and customers for the Service Improvement stream
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What you will bring to the team:

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- Minimum 2 years of customer service experience, with strong communication skills and a proactive approach to problem-solving
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- Resilient, hardworking, and a solution-based thinker, motivated to provide exceptional service outcomes
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- Ability to work autonomously and as a team player, driving positive changes within the team
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- Strong initiative, effective coaching and development skills, and proficiency in managing time and priorities
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- Ability to build and maintain customer relationships, with experience in telephony systems and product knowledge (desirable)
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What's In It For You:

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- Exclusive Perks: Team Member discount card for Kmart, Bunnings, Target & Officeworks, FREE One Pass subscription & Wesfarmers discounted offers from over 400 retail partners
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- Continuous training and career development opportunities
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- Team events, celebrations, award recognition and prizes
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- Employee Assistance Program: wellbeing support for you and your immediate family - covering counselling, coaching, financial advice, legal guidance, nutritional services, & more!
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- Refer-A-Friend program – earn up to $2,000 for each referral!
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- Generous paid parental leave policy
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- Free onsite parking and more!
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As part of our recruitment process and commitment to safety, you will be required to undertake background checks (which will include a pre-employment medical assessment involving drug & alcohol testing).

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Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities.

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📌 Customer Care Consultant 2IC - Scoresby VIC (Williamstown)
🏢 Wesfarmers Industrial & Safety
📍 Williamstown