Gameology is seeking a motivated and customer-focused individual to join our team as a Customer Service Representative in a full-time role at our Springvale Head Office. In this role, you will be the first point of contact for our customers, providing exceptional service and support. Your passion for games and commitment to customer satisfaction will be key in ensuring our customers have a positive experience. If you are enthusiastic about games and providing excellent customer service, we would love to hear from you! Please submit your resume and a cover letter outlining your relevant experience to [email protected]. All applications submitted without required documents will not be ignored. Only successful candidates will be contacted.

Key Roles & Responsibilities

Customer Service:

Ensuring all our Customer Inquiries via Email, Phone, Social Media, and 3rd Party Platforms are answered efficiently, effectively, and accurately

Proactively reaching out to customers via the aforementioned methods for any additional information that is required for their orders

Consistently deliver a customer centric culture by ensuring Gameology Service Standards are upheld (3E’s).

Build customer retention through focus on the loyalty program, Gameology e-newsletter and promotional activity.

Maximise all sales opportunities by suggesting additional items to compliment purchases i.e. board game expansions, new editions or games with similar methods of play.

Liaise professionally with different areas of the business and other related organisations to ensure the delivery of information to customers is correct and efficient.

Solve each interaction efficiently while adopting a positive, polite, cheerful and professional approach.

Ensure customers are empowered to self-serve by keeping our Help Centre and website appearance up to date.

Update and integrate customer profiles on Zendesk to reflect accurate customer journey.

Be aware of competitor activity.

Brand Management:

Ensure the Gameology brand values and voice are upheld and consistent throughout every customer interaction.

Maintain Gameology’s reputation as a knowledgeable, efficient and fun retailer by fielding all customer inquiries consistent with the 3E’s.

Maintain currency of policy knowledge to ensure information conveyed to customers is accurate and supported.

Monitor and respond (where required) to all public reviews on all relevant seller or review platforms to maintain brand image.

Access and monitor all seller and social platforms for inquiries to ensure all our customers are supported.

Multi-department support and administration:

Perform ad-hoc administrative duties to provide further support to Customer Service Team or additional departments as required.

Knowledge, Skills, and Experience Required

2-3 years experience in hospitality and/or retail sectors highly regarded

Management/2IC experience highly regarded

Strong verbal and written communication skills, including an excellent phone manner

Previous experience using workflow management and CRM programs (Zendesk, Asana preferred) will be highly regarded

Strong attention to detail

Ability to work in a target-driven, fast-paced environment

Excellent time management skills and initiative

Board game or TCG knowledge essential