Customer Service Officer

Freedom Kitchens; Willoughby; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Employee benefits

Staff social events

Charity participation

Job summary

Freedom Kitchens, a leader in the kitchen industry, is seeking a Customer Service Officer for its fast-paced after-sales team in NSW. You will handle complaints and disputes related to kitchen or wardrobe projects, ensuring a positive customer experience from the pivotal moment of contact.

The role demands customer-centricity, keen attention to detail, and strong problem-solving skills. Confidence, proactivity, empathy, and resilience are essential when dealing with negative feedback.

Qualifications

• Experience resolving customer enquiries and complaints in a call centre or service centre.
• Track record of delivering exceptional customer experience.
• Strong problem-solving and solution-finding abilities.
• Excellent verbal and written communication skills.
• Empathetic approach to handling customer complaints.
• Reading kitchen or building plans is desirable but not essential.

Responsibilities

• Review customer cases and external inquiries.
• Manage customer complaints efficiently and effectively.
• Coordinate inbound and outbound communications with customers.
• Collaborate with internal departments to identify actions and improvements.
• Contribute to team priorities and manage individual caseload.

Skills

Customer service

Call centre

Problem solving

Communication

Empathy

Reading plans

Job description

We are a leader within the kitchen industry, with well-known, high-quality brands such as Kinsman and Freedom kitchens and wardrobes, both heavily associated with the popular show, “The Block”. Proudly, we are Australian owned and manufactured, with a reputation for delivering to Australian standards and excellence, driven by a superior quality of products, exceptional service and flexible on-trend design solutions for today’s lifestyle needs.

About The Role

We are a fast paced, high volume after sales customer service department. The Customer Service Officer will handle complaints and disputes around a customer’s kitchen or wardrobe completion. This role is critical to our brands success and is often the pivotal moment to transforming a customer experience into one that is positive.

This role requires an individual that is customer centric, has a high attention to detail and superior problem-solving skills. Due to the nature of this role, it is critical that the successful applicant is confident, proactive, empathetic and resilient when handling negative feedback from customers.

• Review cases that arise from customers and other external sources.
• Manage customer complaints efficiently and effectively.
• Manage inbound and outbound communications with internal and external customers.
• Collaborate with various internal departments to identify new initiatives, corrective actions and areas of improvement.
• Contribute to the priorities of a team and effectively manage individual caseload.

What Makes You Perfect For The Role

• Demonstrated experience resolving customer enquiries and complaints predominantly in a call centre or service centre environment.
• Experience in delivering exceptional customer experience.
• Enjoy problem solving and finding solutions.
• Resilience in a high-paced environment.
• Well-developed verbal and written communication skills.
• Empathetic approach when dealing with customer complaints.
• Ability to read kitchen or building plans in desirable but not essential.

What We Will Offer You?

• A job with variety within a friendly team
• The opportunity to join a market leader
• Experience and coaching from established leaders in our industry
• Access to employee benefits
• Staff Social Events
• Charity Participation

We are committed to fostering an inclusive and diverse workplace where everyone feels respected, valued, and supported. We welcome applications from people of all backgrounds, experiences, and abilities.

By applying for roles with us, you are consenting to complete relevant background checks and that you have the appropriate working rights to be employed in Australia.