Customer Service Representative

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

Location: Castle Hill, NSW

Employment Type: Full-Time | Onsite

Reports To: Operations Manager

Star Phones is one of Australia's growing mobile phone accessories and repair retailers, with 55 stores across Australia.

We are looking for a confident and customer-focused Customer Service Representative to join our Head Office team in Castle Hill. This role is responsible for managing customer complaints, improving customer service standards across the business, and supporting our store teams to deliver an excellent customer experience.

You will report directly to the Operations Manager and work closely with our retail stores across Australia.

Key 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.
• Maintain accurate records of complaints, outcomes and follow-up actions through the ticketing system.
• Identify recurring complaints and report trends to the Operations Manager.
• Help develop customer service procedures, scripts and training materials.
• Promote a professional, positive and customer-first culture across the business.

About You

We are looking for someone who

• Has previous experience in customer service, complaints handling or retail customer support.
• Has experience working in a call centre environment, which will be highly regarded.
• Is confident communicating with customers over the phone, through email and through ticketing systems.
• Can remain calm and professional when dealing with difficult or upset customers.
• Has strong problem-solving and conflict-resolution skills.
• Is confident training, coaching and providing feedback to store team members.
• Has excellent written and verbal communication skills.
• Is organised and able to manage multiple customer cases at the same time.
• Takes ownership of customer issues and follows them through to resolution.
• Understands the importance of protecting the company's reputation while providing fair outcomes for customers.
• Is comfortable working with store managers and employees across a large retail network.

Experience in retail, mobile phones, electronics, repairs, call centres or a multi-store business will be an advantage.

What We Offer

• Attractive salary package based on experience.
• Full-time position with a growing Australian retail business.
• Opportunity to work across a national network of 55 stores.
• Direct involvement in improving customer service standards across the company.
• Opportunity to develop customer service training and processes.
• Support from the Operations and Head Office teams.
• Career development opportunities as the business continues to grow.

Location

Star Phones Head Office - Castle Hill, NSW

This is a full-time, onsite position and is not a work-from-home or remote role.