Address
Form of workJob no: 504250
Work type: Permanent Full Time
Location: VIC - Metro
Categories: Contact Centre
Advertised: 15 Nov 2022 AUS Eastern Daylight Time
Applications close: 13 Dec 2022 AUS Eastern Daylight Time
About Us
At The Good Guys we‘re driven by our purpose to help families live better for less. Part of Australia’s largest and fastest growing electrical and appliance retailer, we have over 3,500 employees across our nationwide network of more than 100 stores and a support office based in Southbank, Melbourne.
Since 1952 we’ve been delighting customers and ‘doing good’, and today we build on that heritage while always focused on fulfilling our goal to be Australia’s strongest growing total home solutions electrical retailer.
Benefits
Be part of a diverse, collaborative, and supportive team who are passionate about the work we do
Growth mindset culture with a focus on individual skills and career development
A flexible work environment / work from home
We can offer you a role where you'll be challenged every day to make a difference in a dynamic and fast-paced environment. We can offer a competitive package, great employee discounts, and special offers across JB Hi-Fi and The Good Guys, paid parental leave, novated leasing, and we’ll also match every dollar you donate in our Doing Good workplace giving program.
The Role
Provide leadership and direction to the Customer Solutions Coordinators to ensure the delivery of a positive channel experience and effective resolution of issues.
Responsibilities:
Provide leadership and direction to the Customer Solutions team to ensure the efficient delivery of customer orders and prompt resolution of issues
Work to established service levels by assigning channel resources and skill types to meet contact volumes and varying channel demands
Manage escalated concerns as required, ensuring prompt and effective resolution of customer issues
Identify, investigate and escalate issues which may indicate defects which may result in compliance breach, reputational risk or financial loss
Identify and recommend process improvements which reduce error, maximise efficiencies and enhance the customer experience
Requirements:
Contact centre and issue resolution experience in financial services or utilities
Retail sales or administration
Microsoft Office suite
To Apply
If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.
The Good Guys recognises the importance of diversity and appreciates that different perspectives encourage innovation and create value for our customers.
