Job Description

At Focus on Furniture, we' re passionate about helping customers create homes they love. As one of Australia' s leading furniture retailers, we pride ourselves on delivering quality products and exceptional customer experiences. We' re looking for a proactive, solutions-focused Customer Service Representative to join our team and play a key role in supporting our customers throughout their journey with us.

n

If you' re someone who thrives on solving problems, enjoys helping people, and can remain calm under pressure, we' d love to hear from you.

n

About the Role

n

Make a Difference Every Day

n

At Focus on Furniture, we' re passionate about helping customers create homes they love. As one of Australia' s leading furniture retailers, we pride ourselves on delivering quality products and exceptional customer experiences. We' re looking for a proactive, solutions-focused Customer Service Representative to join our team and play a key role in supporting our customers throughout their journey with us.

n

If you' re someone who thrives on solving problems, enjoys helping people, and can remain calm under pressure, we' d love to hear from you.

n

About the Role

n

As a Customer Service Representative, you will be the key link between our customers, stores, warehouse teams, delivery partners, and suppliers. You' ll manage a variety of customer enquiries and work to resolve issues efficiently, professionally, and with empathy.

n

From delivery enquiries and product faults to repairs, replacements, and warranty claims, you' ll ensure customers feel supported and informed every step of the way.

n

What You' ll Be Doing

n

Customer Experience & Resolution

n

n
- Respond to customer enquiries via phone, email, and other communication channels.
n




- Investigate and resolve customer concerns in a professional and timely manner.
n
- Manage customer expectations throughout the resolution process.
n
- Escalate complex issues where required.
n
- Deliver positive, solution-focused customer experiences.
n

n

Repairs, Replacements & Warranty Support

n

n
- Manage customer requests relating to product faults, repairs, replacements, and warranty claims.
n
- Gather and assess information to support claim decisions.
n
- Liaise with suppliers, repair agents, and internal stakeholders to achieve the best outcome.
n
- Maintain accurate customer records and case notes.
n
- Monitor open cases and ensure timely follow-up.
n

n

Delivery & Operational Support

n

n
- Work closely with warehouse and delivery teams to resolve delivery-related concerns.
n
- Coordinate replacement stock, repair bookings, and customer collections.
n
- Provide customers with accurate updates on deliveries and service outcomes.
n
- Assist in resolving operational issues that impact the customer experience.
n
- Support effective communication across departments.
n

n

Administration & Compliance

n

n
- Maintain accurate records and customer documentation.
n
- Process requests in accordance with company procedures and policies.
n
- Ensure all documentation is completed accurately and promptly.
n
- Adhere to company standards and customer service guidelines.
n
- Support reporting requirements as needed.
n

n





Team Contribution & Continuous Improvement

n

n
- Contribute positively to a cooperative team environment.
n
- Share ideas to improve customer experiences and operational processes.
n
- Participate in training and development opportunities.
n
- Support team members during busy periods.
n
- Maintain solid product knowledge and understanding of company policies.
n

n

About You

n

You are a customer advocate who genuinely enjoys helping people and finding practical solutions. You can confidently navigate challenging conversations while maintaining professionalism and empathy.

n

You' ll Bring

n

n
- Experience in customer service, particularly managing complaints, product faults, delivery issues, repairs, or replacement requests.
n
- Strong problem-solving, investigation, and decision-making skills.
n
- The ability to de-escalate difficult situations and achieve positive customer outcomes.
n
- Excellent verbal and written communication skills.
n
- Strong organisational skills and attention to detail.
n
- A resilient and professional approach when handling complex customer matters.
n
- The ability to balance customer needs with commercial and business considerations.
n
- Confidence working across multiple systems and managing competing priorities.
n

n

Why Join Focus on Furniture?

n

n
- Be part of a supportive and collaborative team.
n
- Work for a trusted Australian furniture retailer.
n
- Make a genuine impact on customer experiences every day.
n
- Ongoing training and development opportunities.
n
- A role where no two days are the same.
n

n

Ready to Join Us?

n

If you' re passionate about customer service and take pride in creating positive outcomes for customers, we' d love to hear from you.

#J-18808-Ljbffr

📌 Customer Service Representative (Williamstown)
🏢 Focus On Furniture
📍 Williamstown