Job Description
Customer Support Team Member- Sales and Service Hub
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Full-time
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Employment Type: Permanent Full Time
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At The Good Guys, we're here to help families live better for less. Since ****, we've been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics.
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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.
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Great careers start at The Good Guys - begin your journey with us today.
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Why join The Good Guys?
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Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
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Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
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Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi, The Good Guys and E&S; Trading in Australia).
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Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.
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We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offerhybrid working models for eligible roles.
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Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.
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Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
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Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by **** and continue to improve the way we reduce, reuse, and recycle.
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As a Customer Support Team Member- Sales and Service Hub your role is to deliver a positive post service experience to the customer and effectively resolve issues in a timely manner.
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Key responsibilities for the role are:
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Deliver a positive post service experience and prompt resolution of delivery or product issues Ensure timely scheduling of customer deliveries
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Manage SolvUp cases and process supplier claims accurately for timely payment
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Escalate operational process gaps and work with internal stakeholder to resolve
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Work collaboratively with Supply Chain, Stores and Suppliers to resolve queries and enhance the customer experience
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Undertake all activities in accordance with compliance and legislative requirements, with particular emphasis on Consumer Law and Safety;
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Work closely with stores and other teams to facilitate the effective resolution of customer issues as required
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Escalate issues in line with established processes and provide information and input for business investigations, as required.
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Key competencies for the role are:
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Customer focus: does everything through the eyes of the customer
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Demonstrate Self Awareness: Uses feedback and reflection to gain insight into personal strength and weaknesses
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Drives Results: consistently achieves results, even under tough circumstances
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Preferred experience:
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Frontline customer service
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Retail instore sales or administration
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Microsoft Office suite
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The Good Guys is an equal chance 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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📌 Customer Support Team Member- Sales And Service Hub (Perth)
🏢 JB Hi-Fi & The Good Guys
📍 Perth