Sales Support Team Member Specialist - The Good Guys

Description

About The Good Guys

We're driven by our purpose to help families live better for less. As part of Australia's largest and fastest growing electrical and appliance retailer, we have over 4,000 employees across our nationwide network of more than 100 stores and a support office based in Southbank, Melbourne.

Since 1952 we've been delighting customers and 'doing good', and today we build on that heritage while always focused on fulfilling our goal to be Australia's strongest growing total home solutions electrical retailer.

Why Choose Us?

• We have a supportive, transparent and inclusive team
• JB Hi-Fi and The Good Guys are multi-award winning, iconic retail brands with a rich history in the Australian retail market
• We support vulnerable members of our community by making donations to our 'Helping Hands' and 'Doing Good' workplace giving programs. Every dollar our team donates is matched and together we have donated more than $33m to our charity partners.
• We offer generous team member discounts across The Good Guys and JB Hi-Fi
• You will have exposure to ongoing training & development opportunities from day one
• We offer fantastic long-term career opportunities across the broader JB Hi-Fi/The Good Guys group

The Role

This Sales Support Team Member role plays a critical part in managing customer orders, responding to inquiries both via phone and email, and optimising processes to meet shared objectives and achieve exceptional results. You will prioritise the customer's needs and make well-informed decisions, contributing to the success of The Good Guys Commercial and helping us maintain our high standards of customer satisfaction and stakeholder engagement.

Key Responsibilities

• Ensure efficient delivery of customer orders and timely resolution of issues
• Respond promptly to customer emails and phone requests
• Manage backorders and follow up on invoices regularly
• Process sales and quotes to facilitate the efficient delivery of products
• Identify and escalate defects to trigger corrections and mitigate reputational and financial risks
• Follow established processes for issue escalation and provide input for business investigations as needed
• Collaborate with stores and other teams to resolve purchase-related issues

Please note, this role operates on a roster between Tuesday to Saturday 8.45am to 5pm.

About You

You are a motivated and experienced Sales Support specialist who will thrive in a fast-paced team environment, possessing:

• Previous Call Centre experience, desired
• Excellent phone manner, communication skills and computer literacy
• AWS and Microsoft Dynamic experience, desired
• The ability to multitask and navigate multiple systems simultaneously
• Punctuality and reliability
• Previous contact centre and Zendesk experience (ideal, but not essential)
• Availability to work Saturdays