Bunnings Hiring for Live Chat Team Member Job at Hawthorn East Full Time

At Bunnings we believe home improvement should be accessible to everyone. When it comes to working with us, the same applies. Whether you’ve mastered D.I.Y. or not, you may just be able to find a role that’s made for you.

In our support offices, we may not quite resemble our iconic green sheds, but working behind the scenes are a team of people that make our stores come to life.

To create a work environment where our team members feel like they belong, we do our best to nurture a supportive culture. Our trust in each other gives us confidence to make an impact in our roles and to our customers.

Our team members are encouraged to lead their own way. Our teams are empowered and encouraged to be accountable for making an impact, no matter how big or small.

About the role:

The Live Chat Team Member will report to the Customer Support Team Leader and will be responsible for providing best service, guidance, and support to ongoing digital offers for our retail and trade customers.

An ideal candidate will create a positive Customer Experiences to retail customers throughout their online purchasing experience via the Bunnings website, including app support, and be responsive and proactive to the customer’s needs.

This role will liaise with a range of stakeholders to ensure a smooth service experience for all customer groups using the Bunnings digital platform.

As the Live Chat Team Member, you can expect to:

• Well-rounded understanding of all digital offers to support a positive Customer Experience
• Focus on first-point resolution of customer enquiries
• Build positive relationships with internal and external stakeholders
• Fulfil monthly KPI requirements
• Making outbound calls to suppliers and customers
• Ensure all information is processed promptly and accurately
• Manage and priorities daily work schedules to ensure agreed turnaround times are met for all tasks
• Ensure all verbal and written communication is handled in a positive, timely and professional manner
• Reviewing reporting for process improvement
• Implement and support the effective use of internal processes and systems
• Various administration tasks
• Assist in onboarding and training team members
• Cross functionality of tasks across the wider Team Info and Help Contact Centre
• Focus on risk mitigation and expedited escalation of issues to relevant stakeholders
• To uphold and model the Team Info and Help vision and values, which underpins and supports the values of the team.
• Support the broader team in fostering a strong service culture within the team

To be successful in this role you will need:

• Exposure to Bunnings systems and retail environment
• Exposure to Call Logging Software (advantageous)
• Product knowledge specific to special orders range (advantageous)
• Social Media Capability
• Experience in a Live Chat environment
• Sound interpersonal skills along with the ability to communicate with various internal and external stakeholders
• Good written and verbal communication skills.
• A high level of interpersonal skills and relationship building skills

What’s in it for you:

• Competitive salary package

• Team member and partner discount

• The opportunity to participate in the Wesfarmers Share Plan

• Access to discounted offers from corporate partners

• 12 weeks paid parental leave for eligible team members

• Ongoing career development and training

• Work in a fun and informal team

• A flexible and inclusive work environment

• Chances to create a real difference in your community and environment

Please note that if your application progresses to the reference check stage, you may be required to submit a police check. If your search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.