Sales & Service Consultant L2

STARTEK; Melbourne; Hybrid; AUD 41,000 - 48,000; Full time

Benefits offered by this job

Paid training

Hybrid work arrangement

Career development

Exposure to a national brand

Job summary

STARTEK AUSTRALIA is seeking Customer Service Agents to support customers of a leading Australian retailer of electronics and appliances. You will be the first point of contact for faulty products, repairs, warranties and service enquiries, and you'll manage cases from start to finish with stores, suppliers and service providers.

The role offers in-office training and a hybrid model after competency is achieved.

Qualifications

• Strong verbal and written communication skills.
• Passion for customer service and helping people.
• Excellent attention to detail and organisational skills.
• Able to problem-solve and make sound decisions.
• Comfort with multiple systems and applications.
• Willingness to learn and adapt in a fast-paced environment.
• Previous customer service, retail or contact centre experience is valued 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

Customer service

Communication

Problem solving

Attention to detail

Organisational skills

Empathy

Team collaboration

Tools

CRM systems

Multichannel tools

Job description

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
  • $34.96 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.

If you enjoy helping people, solving problems and delivering exceptional customer experiences, we'd love to hear from you.