Customer Service Representative

Customer Service Representative – Star Phones

Location: Castle Hill, NSW

Employment Type: Full-Time | Onsite

Reports To: Operations Manager

Star Phones is one of Australia’s growing mobile phone accessories and repair retailers, with 55 stores across Australia.

We are looking for a confident and customer-focused Customer Service Representative to join our Head Office team in Castle Hill. This role is responsible for managing customer complaints, improving customer service standards across the business, and supporting our store teams to deliver an excellent customer experience.

You will report directly to the Operations Manager and work closely with our retail stores across Australia.

Key Responsibilities

• Handle customer complaints and enquiries across all 55 stores via phone, email and our customer service ticketing tool.
• Investigate customer concerns and work with stores to achieve fair, professional and timely resolutions.
• Follow up with customers and ensure complaints are properly resolved and closed.
• Train and coach store staff on how to confidently handle customer complaints at store level.
• Help reduce the number of complaints that need to be escalated to Head Office.
• Make sure high customer service standards are maintained across all stores and sales channels.
• Monitor customer feedback and identify common issues or areas that need improvement.
• Work with store teams and management to improve the overall customer experience.
• Monitor after-service feedback and help ensure customers are satisfied after purchases and repairs.
• Assist stores with difficult or escalated customer situations.
• Maintain accurate records of complaints, outcomes and follow-up actions through the ticketing system.
• Identify recurring complaints and report trends to the Operations Manager.
• Help develop customer service procedures, scripts and training materials.
• Promote a professional, positive and customer-first culture across the business.

About You

We are looking for someone who

• Has previous experience in customer service, complaints handling or retail customer support.
• Has experience working in a call centre environment, which will be highly regarded.
• Is confident communicating with customers over the phone, through email and through ticketing systems.
• Can remain calm and professional when dealing with difficult or upset customers.
• Has strong problem-solving and conflict-resolution skills.
• Is confident training, coaching and providing feedback to store team members.
• Has excellent written and verbal communication skills.
• Is organised and able to manage multiple customer cases at the same time.
• Takes ownership of customer issues and follows them through to resolution.
• Understands the importance of protecting the company’s reputation while providing fair outcomes for customers.
• Is comfortable working with store managers and employees across a large retail network.

Experience in retail, mobile phones, electronics, repairs, call centres or a multi-store business will be an advantage.

What We Offer

• Attractive salary package based on experience.
• Full-time position with a growing Australian retail business.
• Opportunity to work across a national network of 55 stores.
• Direct involvement in improving customer service standards across the company.
• Opportunity to develop customer service training and processes.
• Support from the Operations and Head Office teams.
• Career development opportunities as the business continues to grow.

Location

Star Phones Head Office – Castle Hill, NSW

This is a full-time, onsite position and is not a work-from-home or remote role.

• If you have strong customer service experience, are confident handling complaints and enjoy helping teams improve the customer experience, we would love to hear from you, email your CV to Sign in to view email along with cover letter.