Customer Support Consultant - Retail - Work from Home

Startek Australia; Melbourne; Hybrid; AUD 41,000 - 51,000; Full time

Job summary

Startek Australia is hiring Customer Support Consultant to assist customers of a leading Australian retailer. You will handle inbound calls, chats and emails about faulty products, repairs, warranties and service requests from start to finish.

Training is 5 days classroom-based in office plus 2 weeks on-the-job in office. After onboarding, the role shifts to a hybrid model with one day per week in the Docklands office and rotating roster, including evenings and Saturdays.

Qualifications

• Strong verbal and written communication skills.
• A genuine passion for customer service.
• Excellent attention to detail and organisational skills.
• The ability to problem-solve and make sound decisions.
• Confidence working across multiple systems and applications.
• A positive attitude and willingness to learn.
• Previous customer service, retail or contact centre experience is highly regarded but not essential.

Responsibilities

• Responding to inbound customer calls, chats and email enquiries.
• Managing customer cases relating to products, repairs, warranties and service requests.
• Investigating issues and coordinating resolutions with internal and external stakeholders.
• Liaising with retail locations, suppliers and service providers.
• Maintaining accurate customer records and case notes.
• Delivering a professional, empathetic and solution-focused customer experience.
• Taking ownership of customer enquiries through to resolution.

Skills

Communication skills

Customer service

Attention to detail

Problem-solving

Multisystem proficiency

Willingness to learn

Retail/CC experience helpful

Job description

Customer Support Consultant - Retail - Work from Home

Fixed Term Contracts available to June 2027: Pay Rate: $29.45 per hour

Casual Contracts Available: $36.81 per hour

Training: 5 days classroom-based (in office) / 2 weeks on-the-job (in office)

Roster: Rotating shifts between Monday–Friday: 9:00am – 6:00pm/Saturday: 9:00am – 5:00pm

Join our November 2026 Intake

We're looking for Customer Service Agents to support customers of one of Australia's leading retailers of electronics and appliances.

As the first point of contact for customers requiring assistance with faulty products, repairs, warranties and service enquiries, you'll play a vital role in delivering outstanding customer experiences. Working closely with stores, suppliers and service providers, you'll manage customer cases from start to finish and help achieve positive outcomes for every customer interaction.

What is on Offer

Fixed Term Contracts to June 30 2027

$29.45 per hour

Casual Contracts

$36.81 per hour

5 days classroom-based training (in office)

2 weeks on-the-job training (in office)

Ongoing coaching and development from experienced leaders

In-person support provided to new recruits from our office location in Docklands. As a guide, candidates should anticipate a minimum of six weeks of in-office attendance while building capability and achieving competency in the role.

Following a review of competency, The role is a hybrid model working arrangement with one day per week of in-office attendance required

Roster: Successful applicants must be available to work within these operating hours.

This role operates on a rotating roster across the following hours:

Monday to Friday: 9:00am - 6:00pm

Saturday: 9:00am - 5:00pm

What You'll Be Doing:

Responding to inbound customer calls, chats and email enquiries.

Managing customer cases relating to products, repairs, warranties and service requests.

Investigating issues and coordinating resolutions with internal and external stakeholders.

Liaising with retail locations, suppliers and service providers.

Maintaining accurate customer records and case notes.

Delivering a professional, empathetic and solution-focused customer experience.

Taking ownership of customer enquiries through to resolution.

What We're Looking For:

Strong verbal and written communication skills.

A genuine passion for customer service.

Excellent attention to detail and organisational skills.

The ability to problem-solve and make sound decisions.

Confidence working across multiple systems and applications.

A positive attitude and willingness to learn.

Previous customer service, retail or contact centre experience is highly regarded but not essential.

What's In It For You:

Paid training and ongoing support.

A supportive and collaborative team environment.

The opportunity to develop valuable customer service and case management skills.

Exposure to a well-established national brand.

Hybrid work arrangements available following successful completion of training and achievement of competency requirements.

Opportunities for career growth and development.

We recognise that the pathway to our ongoing success is through our people and not our products and services.

We therefore aim to create a workplace where everyone can achieve his or her full potential by:

Valuing and respecting the varied experiences, differences and approaches people bring to their work &

Making sure our attraction, engagement and retention strategies are based on assessment of individual performance, capability and potential

Source: This is an extract from the company's own website.