Customer Care Coordinator – Phone & Chat Support

About the role

The Customer Care Coordinator provides exceptional customer service via phone and chat, delivering quick resolutions for inquiries, quotes, orders, and product questions. This role supports customers throughout their journey, ensuring a smooth and positive experience.

Key responsibilities

• Handle inbound customer requests through phone and chat, covering order status, simple quotes, documentation, and initial product support.
• Capture essential case information for seamless hand‑over to the Customer Experience Team.
• Educate customers on self‑service tools to promote independence and efficiency.
• Process low‑value phone or chat orders and follow up on order progress.
• Log complaints, resolve first‑level issues, and escalate unresolved matters.
• Manage warranty and faulty product inquiries, initiating repair requests as needed.
• Monitor SLA performance for first‑contact resolution with team leader support.

Required profile

Required skills

What we offer

• Competitive remuneration, including sales commissions and performance incentives.
• Generous employee discounts across the JB Hi-Fi Group and VIP supplier pricing.
• 12 weeks paid parental leave for eligible primary carers and a welcome gift for new parents.
• Hybrid working options for eligible roles, promoting flexibility.
• Employee Assistance Program (EAP) with counselling and wellbeing resources.
• Workplace giving program supporting community charities.
• Commitment to sustainability with a target of net‑zero carbon emissions by 2030.