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Online Customer Service Representative
Lidcombe, NSW (Soon to move!)

Nick Scali is looking for motivated and customer focused full-time Online Customer Service Representative!  


Nick Scali Furniture was established over 50 years ago and is now one of Australia's largest importers of quality furniture. Nick Scali sources its products from around the world.  It imports directly from some of the largest and most respected manufacturers globally. In excess of 4,000 containers annually are brought to Australia by Nick Scali.


The key objective of the Online Customer Service Representative is to safeguard the Nick Scali Furniture brand online by ensuring customer liaison through helpful, efficient and accurate customer service with relevant departments. This can vary from responding to general inquiries, to handling customer concerns that arise online. 


The successful candidate will be responsible for:

  • Online community engagement via the website chat portal
  • Answer inquiries and feedback received via the website contact form
  • Develop and compose responses to customers that are positive, engaging and relevant to the medium of communication (online chat, third party websites, contact forms, email etc.)
  • Handle general phone inquiries for Nick Scali Furniture, Nick Scali Online and Sofas2Go brands
  • Trouble shoot, problem solve and offer the best possible solution to customer queries
  • Handle complaints, provide appropriate solutions that adhere to company policy and follow-up to ensure swift resolution
  • Provide accurate, valid and complete information to customers through investigation and liaising with relevant departments
  • Ensure customer satisfaction in every transaction
  • Follow up customer orders via the Online store to ensure smooth transaction process
  • Assess  severity of customer service issues with the appropriate sense of urgency
  • Escalate all incidents as required in accordance with current work procedures
  • Report and log customer concerns or requirements to personnel in other departments in an appropriate and timely manner to minimise customer dissatisfaction

The ideal candidate will:

  • Be experienced in a dealing with customers 
  • Be a motivated self-starter
  • Have acute attention to detail
  • Have exceptional computer skills
  • Have exceptional written and verbal communication skills
  • Have exceptional time management and organisational skills
  • Be able to maintain composure under stressful and high pressure environments
  • Have a pleasant phone manner

What Nick Scali will provide the successful applicant....

  • Training to succeed in your role
  • A great challenge to make our iconic Australian business a long term success in New South Wales
  • Opportunities for career progression within our growing organisation
  • The opportunity to apply your ambitions and abilities to achieve the best possible results

If you are ready to take this big step in your career and become a Junior Customer Service Administrator for an iconic business that brings quality lounges into Australian homes and you have a passion to make your mark in our team, then we would like to hear from you.

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