Webmaster Support Coordinator

Company Description

At The Good Guys we‘re driven by our purpose to help families live better for less. Part of Australia’s largest and fastest growing electrical and appliance retailer, we have over 3,500 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.

Benefits

• Be part of a diverse, collaborative, and supportive team who are passionate about the work we do
• Growth mindset culture with a focus on individual skills and career development
• A flexible work environment / work from home

We can offer you a role where you'll be challenged every day to make a difference in a dynamic and fast-paced environment. We can offer a competitive package, great employee discounts, and special offers across JB Hi-Fi and The Good Guys, paid parental leave, novated leasing, and we’ll also match every dollar you donate in our Doing Good workplace giving program.

Job Description

Enable seamless online experiences for customers by providing specialist and administrative support that proactively avoids potential issues, minimises delays, responds to store and customer requests and processes transactional updates.

Key Responsibilities

• Provide support to customers and team members with escalated, complex transactional issues.
• Identify potential processing issues that present a risk to meeting customer expectations and escalate these to relevant stakeholders for action as required.
• Reconcile, investigate and resolve issues relating to online transaction payment discrepancies or stock integrity as required
• Manage processes that expedite web order fulfilment to meet customer expectations including collecting relevant order and lead time information, distributing proactive order updates to customers as specified and supporting the maintenance of online advertised product lead times
• Process settlements and refunds to customers for online transactions in a timely and accurate manner
• Proactive orchestration of web orders to meet promised lead times and reduce customer friction.
• Support the processing and reconciling affiliate, agency and drop ship orders as required
• Process and manage online orders(including drop ship, agency, eBay, affiliate) returns, disputes, transfers, supplier claims and maintain receipted stock availability to ensure accurate stock records
• Facilitate repairs and replacements for online orders, ensuring timely, fair and compliant customer resolutions and timely refunds to customers where required.

Qualifications

• Frontline customer service
• Retail instore sales or administration
• Microsoft Office suite

Additional Information

To Apply

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!