Job Type: Full time
Salary: $60,000 – $70,000 per year depending on experience
About Booktopia: Booktopia is Australia's Home of Books, selling books, ebooks, stationery, ereaders and audiobooks, delivering to every corner of Australia and New Zealand.
We are entering an exciting period of change and growth under new ownership, and everything we do is about providing the best possible service to our customers. Role Overview: As a senior member of the Customer Service Team, this role is responsible for ensuring that all customer inquiries are addressed efficiently, delivering a top-tier customer experience that fosters positive connections and transforms negative interactions into positive outcomes.
In addition, the role serves as a Subject Matter Expert on processes and policies, advocating for the customer.
You will collaborate closely with the Customer Service Team Leader to assist with customer escalations, team coaching, training, and quality reviews.
This role also supports broader customer experience improvement initiatives at Booktopia, including technical support for contact center systems, customer interaction tools, and involvement in the Voice of Customer program to gather insights and drive improvements based on customer feedback.
This is a full-time role working Monday to Friday, 9am to 5pm, located at our office and state-of-the-art warehouse in South Strathfield.
Free parking is available onsite.
Minimum Requirements: Experience writing in a professional setting with some experience in digital customer service modes, including the ability to convey subtle tone within the limitations of different customer engagement platforms.Experience in call centres, customer service, order fulfilment, or complex administration is an advantage.Practical experience with, or suitable qualifications in, applying conversation design principles.Mature customer service skills to manage complex and difficult customer contact interactions positively and effectively.Analytical skills, enjoy working with data, and experience summarising insights and preparing reports.Logically diagnose causes and identify appropriate solutions for technical/system issues.Organised and systematic work method.Manage your own time effectively to achieve required results.Desired Experience: Minimum of 18 months experience in a customer service environment is required.Experience coaching and/or mentoring others is required.Experience in quality assessing and providing constructive feedback.Experience in call centres, customer service, order fulfilment, or complex administration is preferred.Experience in online retail is an advantage.Benefits: Work with a collaborative, innovative, and supportive team.Training and development opportunities provided to support your success.Learn and grow with support from dedicated and talented senior professionals.Employee Discounts, Reward & Recognition Programs.Free onsite parking.Work-life balance: No weekends or late nights - we only work Monday to Friday.Application Process: Sound like the role for you?
Then apply now including your resume and cover letter in Word/PDF format outlining your interest in the role and relevant experience.
For further information, you can call Peter on 0428 895 601, however no agencies thank you. Booktopia is an equal opportunity employer and as we expect a large number of applications, only successful candidates will be contacted. Your application will include the following questions:
How many years' experience do you have in a Customer Service Role?Which of the following statements best describes your right to work in Australia?Have you worked in a call centre before?Do you have technical support experience?What's your expected annual base salary? #J-18808-Ljbffr