Customer Solutions Coordinator – Post Sales Support

At The Good Guys, we’re here to help families live better for less. Since 1952, we’ve been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics.

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.

Great careers start at The Good Guys – begin your journey with us today.

Why join The Good Guys?

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• 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.
• 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 Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
• Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

As the Customer Solutions Coordinator – Post Sales Support you will be responsible for providing exceptional multi-channel customer service and ongoing loyalty, by understanding customer issues and needs, and finding a resolution to post sale enquiries and escalated complaints. 

Key responsibilities include, but are not limited to:

• Provideing frictionless post sale service across multiple channels to customers seeking support on promotional, post-sale, Gold Service Extras, Home Services or centralised complaint channels.
• Promptly investigating, triaging or resolving customer complaints to reach satisfactory outcomes that compliantly drive customer engagement and loyalty.
• Collaborating with internal and external stakeholders (for example Contractors, outsourced service providers, suppliers and agents) to better meet customer needs and improve processes that impact customer satisfaction.
• Identifying, investigating and escalating issues which may indicate defects that could result in compliance breach, reputational risk or financial loss.
• Supporting processing of customer requests and administrative needs to support customers and the Customer experience function.
• Ensuring the secure management of customer data to ensure transparency and accuracy of all customer information throughout the customer lifecycle.

To be successful in this role, you will need:

• Frontline customer service preferable.
• Retail instore sales or administration experience highly desirable.
• Experience with Microsoft Office suite.

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity 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!