digiDirect is one of Australia's largest retailers of consumer electronics. Having started as a retailer specialising in photo & video, digiDirect's seven brick-and-mortar stores across the country maintain that specialty with expert staff and the widest range of products. digiDirect.com.au is one of the top 100 online retailers in Australia.

Role:

As a key member of the Customer Service Team, the Customer Service Officer is responsible for ensuring that all customer inquiries via inbound calls, chats and emails are addressed promptly and effectively, delivering exceptional customer experience with a strong emphasis on sales. The CSO also liaises with the Customer Fulfillment Centre (CFC) Team to address and minimise customer issues, working proactively to help digiDirect fulfill its service commitments.

Reporting to the Head of Customer Service, this is a Monday to Friday role working 9am - 5pm located at our new support office and state of the art Customer Fulfilment Centre in South Strathfield. This is not a hybrid or WFH role and we have ample free parking available onsite.

Responsibilities:

Sales from inbound enquiries

Convert leads into upsells and cross sells sales from inbound enquiries

Understand and anticipate customer's needs with a high level of decision making to resolve customer enquiries efficiently and confidently

Handle escalated customer enquiries from various channels.

Complete customer support administrative tasks such as follow up calls, and messages including (but not limited to) payment disputes, order processing and other tasks as required to support the team and business

Respond to customer enquiries

Effectively take action to follow-up, investigate and resolve customer issues and complaints, taking ownership of issues to ensure completion and customer satisfaction in line with policies and procedures

Liaise with internal and external support groups e.g. Warehouse and Suppliers to resolve customer queries, as well as stock, shipping and delivery issues

Be an advocate for the customer and a positive customer experience, supporting continuous improvement activities

Experience, Skills & Competencies:

Previous experience working in call centres, customer service, order fulfilment or complex administration is desirable

Professional customer service skills to manage complex and difficult customer contact interactions positively and effectively

Strong attention to detail, organisational skills and a methodical approach to work

Excellent written and verbal communication abilities

Ability to calmly resolve challenging customer situations

Logically diagnose causes and identify appropriate solutions for technical/system issues

Effective time management to consistently achieve desired outcomes

Background in online retail or working with similar products is advantageous

What we offer:

Work with a collaborative, innovative and supportive team

Training and development opportunities provided to support your success

Learn and grow with support from dedicated and talented senior professionals

Employee Discounts, Reward & Recognition Programs

Free onsite parking

Work-life balance: No weekends or late nights - we only work Monday to Friday

Sound like the role for you?

Then apply now including your resume and cover letter in a word / pdf format outlining your interest in the role and relevant experience. For further information you can call Peter on 0428 895 601, however no agencies thank you.

digiDirect is an equal opportunity employer and as we expect a large number of applications only successful candidates will be contacted.