Job Description

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- Hybrid role in a vibrant team-oriented culture where we embrace pace& new ideas
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- Experience in custom made curtains, blinds, shutters, window furnishings, interiors or home improvement

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Are you a customer-focused communicator with a passion for home improvement, interiors, or window furnishings? Join our growing Shutters & Made-to-Measure team in South Melbourne! Enjoy hybrid work flexibility, profit share, brand discounts, and genuine career progression.

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Spotlight Retail Group is looking for a hands-on Customer Support Officer to join our fast-paced Shutters Department .

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This is far more than a traditional customer service position. Set within a rapidly growing e-commerce and made-to-measure window furnishings division, you will guide customers through their complete DIY journey—from measuring and product selection to ordering and installation.

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Beyond customer care, you will act as a central hub for order tracking, supplier and carrier coordination, website content updates, and general operational support.

What’s in It for You? n

We pride ourselves on providing incredible career growth and development opportunities across the Spotlight Group network. You’ll enjoy:

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- Flexibility: Hybrid working options based out of our contemporary South Melbourne office.
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- Financial Benefits: Profit share scheme + generous discounts across all group brands.
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- Growth: Mentoring, personal development, and clear pathways for career progression.
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- Culture & Wellbeing: Employee Assistance Program (EAP), gym membership discounts,



and a vibrant culture that rewards initiative and creativity.

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What You Will Be Doing nn
- Customer Guidance & Warm Sales : Assist customers across phone, email, live chat, and online channels . Confidently consult with warm leads to recommend product upgrades, cross-sell complementary accessories, and assist customers in completing their orders
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- DIY Support: Guide customers on product selection, DIY measuring, ordering, and installation confidence .
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- End-to-End Order & Logistics Management: Work directly with internal teams, suppliers, and freight carriers to track orders, resolve delivery queries, and keep orders moving smoothly.
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- E-Commerce & Digital Content: Help update website product information, customer guidance materials, and knowledge base content to elevate the online shopping experience.

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About You n

You are an organised, detail-oriented communicator who thrives in a fast-paced environment and loves solving problems across multiple touchpoints.

Key skills & experience we are looking for: n

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- Industry Background: Prior experience in custom-made curtains, blinds, shutters, window furnishings, interiors, or home improvement is highly regarded.
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- Customer Support & Consultation: Proven track record delivering support via phone, email,



live chat, or online platforms, with a natural ability to identify upsell opportunities with warm, warm-lead customers.
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- Logistics & Order Tracking: Experience following up on orders, supplier lead times, carrier logistics, and delivery updates.
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- Tech-Savvy: Confidence navigating multiple digital systems (e.g., Zendesk, CRMs, order management systems, or e-commerce platforms).
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- Detail & Clarity: High level of accuracy when checking measurements, customer details, and order info, paired with the ability to explain complex technical steps clearly.
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- Proactive Mindset: Comfortable wearing multiple hats, working with online product content, and taking ownership in an agile setting.

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Who We Are n

Spotlight Group Holdings (SGH) is a privately held $3bn+ Australian parent company which controls, operates and invests in a diverse set of businesses and assets.

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SGH is one of Australia's largest privately-owned and operated family business, comprising of the Spotlight Retail Group, the Spotlight Property Group, Spotlight Group Investments, Spotlight Direct Investments and the Spotlight Charitable Foundation.

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Comprising of the long term existing iconic brands in Spotlight , Anaconda and Mountain Designs, together with the exciting addition of Harris Scarfe , SRG is acknowledged as market leaders within the Australian retail space.

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You must have unrestricted working rights in Australia to be considered for this position

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Only shortlisted candidates will be contacted

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📌 Sales & Operations Specialist (Victoria)
🏢 Spotlight Retail Group (SRG)
📍 Victoria