Customer Experience Lead - Multi-Store Retail Support

Star Phones; Sydney; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Salary package based on experience

Career development opportunities

Support from Operations & Head Office

National network of 55 stores

Job summary

Star Phones is seeking a Customer Service Representative to join its Head Office in Castle Hill, NSW. You will manage customer complaints, support store teams nationwide and help uphold excellent service standards across 55 stores.

The role reports to the Operations Manager and requires confident communication via phone, email, and ticketing systems, with a focus on timely, fair resolutions and professional customer interactions.

Qualifications

• Experience in customer service, complaints handling or retail customer support.
• Experience in a call centre environment.
• Confident communicating with customers via phone, email and ticketing systems.
• Ability to remain calm and professional with difficult customers.
• Strong problem-solving and conflict-resolution skills.
• Experience training, coaching and providing feedback to store teams.
• Excellent written and verbal communication skills.
• Organised and able to manage multiple customer cases at the same time.
• Takes ownership of customer issues and follows them through to resolution.
• Protects the company's reputation while delivering fair outcomes for customers.

Responsibilities

• Handle customer complaints and enquiries across all 55 stores via phone, email and our customer service ticketing tool.
• Investigate customer concerns and work with stores to achieve fair, professional and timely resolutions.
• Follow up with customers and ensure complaints are properly resolved and closed.
• Train and coach store staff on how to confidently handle customer complaints at store level.
• Help reduce the number of complaints that need to be escalated to Head Office.
• Make sure high customer service standards are maintained across all stores and sales channels.
• Monitor customer feedback and identify common issues or areas that need improvement.
• Work with store teams and management to improve the overall customer experience.
• Monitor after-service feedback and help ensure customers are satisfied after purchases and repairs.
• Assist stores with difficult or escalated customer situations.

Skills

Customer service

Complaints handling

Call centre environment

Communication skills

Training and coaching

Problem-solving

Ticketing system

Tools

Ticketing system

Job description

Star Phones is seeking a Customer Service Representative to join its Head Office in Castle Hill, NSW. You will manage customer complaints, support store teams nationwide and help uphold excellent service standards across 55 stores.

The role reports to the Operations Manager and requires confident communication via phone, email, and ticketing systems, with a focus on timely, fair resolutions and professional customer interactions.