Customer Care Co-ordinator
Customer Care Co-ordinator
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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 dont meet 100% of the criteria) please dont hesitate to apply!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
