Title:  Customer Service Centre Team Member - Permanent Full Time (Hybrid)

About us

At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

Fast paced. Innovative. Inspiring. With close to 10,000 team members and a national footprint of more than 173 retail stores Australia wide – we’re focused on delivering a wide range, low price and great service. We’re about inspiring new ideas and thinking outside the box. We’re about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We’re about teaching a customer something new and supporting the community. We’re about making a difference.

About the role

We’re looking for passionate Customer Service Team Members to join our high-performing Contact Centre team in North Rocks.

As the first point of contact for our customers, you’ll handle inbound calls and enquiries through other channels providing friendly, solution-focused support that helps our customers and brings the Officeworks vision to life.

This is a full-time position with the flexibility of a hybrid working model once you’ve completed training.

Your day-to-day will include:

• Taking ownership of customer enquiries and following up with customer calls where necessary.
• Resolving escalated or complex customer issues with care and professionalism.
• Accurately documenting customer information and following standard operating procedures.
• Using multiple systems to maintain customer information and provide accurate product or service information.
• Contributing to a supportive and collaborative team culture where every call counts.

About you

You’re customer-focused, solution-oriented, and thrive in a fast-paced environment using your knowledge of customer service principles and experience with call centre telephony and technology.

• Experience in a customer service or contact centre environment.
• Strong verbal and written communication skills.
• Confidence in using multiple systems and following processes.
• Great problem-solving skills with a calm, professional approach to conflict resolution.
• Ability to achieve Quality Assurance Standards in all interactions.
• Excellent time management and the ability to adhere to a structured environment.

Why you’ll love Officeworks
It’s all in a day’s work when you’re part of the Officeworks community - where your individuality is valued, your wellbeing is prioritised, and your success is supported.

Here’s what you can look forward to:

• Hybrid working so you can enjoy flexibility with a mix of office and home-based days.
• A supportive and inclusive culture that celebrates diversity and belonging.
• Team discounts at Officeworks and other Wesfarmers businesses.
• Training and development to help you grow your career.
• Access to our industry-leading Growing Families policy and Circle In portal for working families.

At Officeworks, we’re committed to reflecting the communities we serve. We proudly encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, the LGBTQI+ community, and people from all backgrounds.

We’re also a Circle Back Initiative Employer, meaning we commit to responding to every applicant.

Our culture

If you’re searching for an organisation that’s truly committed to its people, where you can thrive in a culture of togetherness, then join Officeworks and let’s make bigger things happen – for all of us!  We celebrate our teams’ uniqueness by offering genuine team member benefits to the Officeworks family:

• We’re all about giving you the flexibility you need to keep things balanced to suit your individual needs. 
• Enjoy generous discounts across Officeworks, Geeks2U, Bunnings, Kmart, Target and the wider Wesfarmers brands.
• Access to our Officeworks benefits program for exclusive discounts and perks across entertainment, travel, lifestyle, and health.
• Our Growing Families Policy supports team members during the exciting and challenging times of expanding their family
• We prioritise safety, mental health and wellbeing, offering access to our Employee Assistance Program (EAP) as well as other ongoing programs
• Our Flexible Public Holidays Policy supports those who observe cultural or religious holidays different from the standard public holidays in Australia
• Take advantage of outstanding learning and development programs to support your career growth
• Explore fantastic career opportunities across the broader Wesfarmers Group

At Officeworks, we operate best when our team represents the communities we serve.  We proudly commit to providing a safe and supportive work environment for our team.  We encourage applications from all candidates of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), people with disabilities, and the LGBTQI+ community.