Customer Solutions Coordinator - Home Services (6-month contract)
Customer Solutions Coordinator - Home Services (6-month contract)
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Job Description
Reporting to the Customer Solutions Manager you will deliver an exceptional customer experience by ensuring a qualified workforce is available to meet customer demand for all types of installation services.
Key responsibilities:
Collaborate in the development of new installation services to be introduced at The Good Guys
Ensure the Home Installation Portal is effectively utilised by store teams and action any unplanned outages to minimise disruption
Ensure sales teams comply with prescribed processes to reduce errors omissions and ensure a positive customer experience
Closely monitor key performance indicators including cancellations customer reviews and contractor compliance and take remedial action as appropriate
Work in collaboration with relevant teams to provide input and expertise into the development of Services processes training and communications for the outsourced contact centre and stores
Ensure effective resolution of escalated customer installation complaints within specified timeframes Answer store queries within specified timeframes and inform and escalate to the appropriate stakeholders
Onboard new installers to the Home Services Portal ensuring compliance and legislative requirements are met with particular emphasis on contractor certification and licenses and ensure ongoing monitoring occurs in line with defined procedures
Work with suppliers to report any systems issues and ensure corrective action is taken
Work in collaboration with the broader Customer Experience team on projects which shape the customer/installer experience and look for ways to leverage traffic from The Good Guys website to grow installation services
Qualifications :
- Customer service or similar related area
- Trade services experience is beneficial
- Excellent communication skills (particularly phone-based)
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 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 dont meet 100% of the criteria) please dont hesitate to apply!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
