Customer Care Co-ordinator

Company Description

At JB Hi-Fi, we’re more than just one of Australia’s largest and most trusted retailers – our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.

We offer unbeatable value, world-class brands and exceptional customer service across our 300+ store network, online, and in our commercial division, JB Hi-Fi Business.

JB Hi-Fi is the perfect place to power your career, and we’re excited to hear from you.

Why join JB Hi-Fi?

• 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 a 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.
  
  

Job Description

The Customer Care Coordinator is responsible for providing exceptional customer care through phone and chat channels to provide quick resolutions to various customer issues, requests, quotes, orders, and product inquiries.

Key Responsibilities:

• Handle inbound customer requests via phone and chat, addressing inquiries such as order status, simple quote requests, documentation (invoices, etc.), and initial product support.
• Capture necessary case information during call transfer or escalation to ensure smooth case management by the Customer Experience Team.
• Proactively educate customers on self-service tools and options to improve efficiency and customer independence for future interactions.
• Process low-value phone or chat-based orders and assist with order follow-up.
• Log complaints and handle first-level complaint resolution, escalating unresolved complaints to the Customer Experience Team.
• Manage warranty and faulty product inquiries, raising repair requests when necessary.
• Monitor SLA performance for first contact resolution (FCR) with the support of team leaders.
• Drive high customer satisfaction (CSAT) and net promoter score (NPAS) outcomes scores through consistent, high-quality service delivery.
• Collaborate with the Customer Experience Team on escalations and ensure the consistent implementation of Service Level Agreements (SLAs) to meet key performance targets.
• Loyalty & Buying Group: Manage inquiries regarding loyalty or buying groups as they relate to quotes and order fulfilment.
  
  

Qualifications

Essential:

• Customer Service Experience: Proven experience in a contact centre or similar environment, handling inbound calls and chats, and delivering exceptional customer service.
• Communication Skills: Strong verbal and written communication skills, with the ability to clearly articulate information and assist customers across multiple channels (phone, chat, email).
• Attention to Detail: Ability to accurately capture key details during interactions and ensure thorough and correct case creation for seamless resolution.
• Customer Focus: A passion for delivering a positive customer experience, with the ability to build rapport and solve problems efficiently.
• Problem-Solving: Ability to think critically and resolve issues during first contact when possible, escalating cases as needed.
• Multitasking: Ability to handle multiple customer interactions at once (e.g., handling chat requests while answering calls) in a fast-paced environment.
• Tech-Savvy: Proficiency with technology and an eagerness to learn new systems, including chat platforms, CRM tools, and case management systems.
  
  

Desirable:

• Salesforce CRM: Familiarity with Salesforce or similar CRM platforms is highly regarded.
• Chat Experience: Experience managing customer inquiries via live chat platforms.
• Customer Experience Metrics: Understanding of CSAT, NPAS, and other contact centre metrics, and a desire to improve these.
  
  

Additional Information

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 Limited 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!

Desirable:

• Salesforce CRM: Familiarity with Salesforce or similar CRM platforms is highly regarded.
• Chat Experience: Experience managing customer inquiries via live chat platforms.
• Customer Experience Metrics: Understanding of CSAT, NPAS, and other contact centre metrics, and a desire to improve these.
  
  

Additional Information

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 Limited 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!