As the Customer Experience Coordinator, you will be responsible for managing and resolving cases that originate from inbound customer inquiries (via email, form submission, or direct input from the Customer Care Team). You will also be responsible for efficiently providing quoting, order fulfilment services to our customers while also ensuring the smooth handling of backorders, supplier follow-ups, and escalations from the Customer Care Team.
Key Responsibilities include, but are not limited to:
- Taking ownership of complex cases that cannot be resolved during the first contact and ensure. thorough resolution by capturing all necessary details and updating Salesforce.
- Managing backorder follow-ups and supplier coordination to ensure timely delivery of customer orders.
- Handling complex quotes and orders that involve bespoke requirements, collaborating with Account Managers where necessary.
- Ensuring adherence to SLAs for case resolution, and proactively communicate with customers to provide updates on case status.
- Driving improvement in customer satisfaction (CSAT) and net promoter score (NPAS) outcomes scores through consistent, high-quality case management.
- Collaborating with the Senior Customer Experience Coordinators on escalated or complex cases that require additional support.
Qualifications
To be successful in this role, you will need:
- Proven experience in case management or customer service roles, ideally within a commercial or B2B environment.
- Strong written and verbal communication skills, with the ability to handle escalated cases professionally and clearly.
- Demonstrated ability to handle complex cases, resolve issues independently, and escalate when required.
- An ability to accurately manage multiple cases, track progress, and follow up to ensure timely resolution.
- Experience working across teams, particularly with sales, fulfilment, and suppliers to resolve customer cases.
- Strong organisational skills, with the ability to manage multiple cases and priorities at the same time.
- Proficiency in using CRM systems, particularly Salesforce, CPQ, and Service Cloud for case management and customer service.
- Familiarity with Salesforce or similar CRM platforms is highly regarded, desired.
- Experience handling order fulfilment processes and supplier follow-ups, desired.
- Understanding of CSAT, NPAS, and case management performance metrics, desired.
Additional Information
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!
