Customer Service Coordinator

Job description

TJX Australia

At TJX Australia, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our Processing Centers, Corporate Offices, or our TK Maxx Retail Stores, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer. 

Job Description:

KEY ACCOUNTABILITY

The Customer Service Coordinator is responsible for providing prompt, courteous and knowledgeable service to our customers via phone, email and reviews. Working within the Store Operations team, the Customer Service Coordinator plays a key role in enhancing customer satisfaction by managing day-to-day customer service activities and ensuring timely, high-quality support.

POSITION KEY RESPONSIBILITIES

• Coordinates day to day customer service operations, ensuring timely and high-quality support.
• Resolve customer issues and complaints with empathy and efficiency.
• Develop strong relationships across our business and collaborate closely with Store Operations, Human Resources, Marketing, and Property teams.
• Act as the first point of contact for customers contacting the Company via phone, email, google and any other relevant platforms.
• Identify and assess customers’ needs to resolve complaints and achieve satisfaction.
• Escalate customer issues in timely manner following the correct procedures.
• Keep an accurate and up-to-date record of customer interactions.
• Support the Customer Service Manager in identifying opportunities for improving customer experience.
• Support the entry of store trading hours through our website and other supporting channels.
• Stay informed on relevant activities within these functions that impact customer service.
• Act as a conduit between customers and the stores team to resolve issues effectively.
• Help generate positive customer sentiment through proactive issue resolution.

IDEAL COMPETENCIES

• Demonstrated track record of prompt and thorough resolution of customer concerns
• Experience contributing positively to customer satisfaction scores
• High level of attention to detail
• Strong critical thinking and problem-solving skills
• Self-motivated and proactive, with a creative approach to challenges
• Excellent interpersonal skills
• Excellent written and verbal skills
• Team player who can demonstrate initiative
• Ability to multi-task, prioritise and work to deadlines
• Ability to remain professional and courteous with team, stakeholders, and customers.
• Retail store experience & core understanding of basic customer-facing retail policies (e.g., returns, refunds, consumer law) essential
• Customer-facing shop floor retail experience would be beneficial

As proud as we are of our past success, it’s our future that excites us most. We strive to provide opportunities for growth, recognition and a competitive salary and benefits package. Share our determination to think bolder and bigger, and be part of our future. We consider all applicants for employment without regard to age, disability, gender, gender reassignment, marriage and civil partnerships, pregnancy and maternity, race, religion or belief and/or sexual orientation.

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