Customer Service Operator

At Metcash, we’re all part of something bigger. We get all the perks of a small business heart, without missing out on the big business support. Our Customer Service team play a vital role in how we champion successful independents and help local retailers become the best store in their town. They’re the ones connecting with our customers to ensure retailers are supported and the shelves are stocked across Australia and New Zealand’s favourite family‑owned businesses. We have a fantastic opportunity for a Customer Service Operator to join our ALM team based in our Canning Vale office. This role is supporting Metcash’s Liquor Pillar, ‘ALM', which means you’ll be making a big difference for independent liquor stores and the local communities they give back to. We currently have the opportunity below available: Sounds like it’s up your alley? Great Now let’s dive into how you’ll be adding value in the role: Resolve customer queries via internal and external calls and via email. Be responsible for claims lodgment, processing, and enquiries. Resolve issues efficiently with professionalism and empathy, maintaining a positive customer experience. Work collaboratively with internal teams to ensure customer satisfaction. Demonstrate resilience when managing challenging customer interactions or high‑pressure situations. Adapt quickly to changes in systems, procedures, and customer expectations. Take a proactive approach to problem‑solving and continuously seek ways to enhance the customer experience. What we’re looking for: Proven Call Centre or Customer Service Expertise You’ll bring strong experience in handling high‑volume customer interactions, resolving queries efficiently, and delivering exceptional service. Your ability to communicate clearly and empathetically will ensure a positive experience for every customer. Claims Processing Knowledge Experience in managing and processing claims accurately and within set timeframes is highly valued. You’ll be detail‑oriented, able to interpret policies, and ensure compliance with company standards while maintaining a customer‑first approach. Distribution Centre Experience (Highly Regarded) If you’ve worked in a fast‑paced distribution or logistics environment, that’s a big plus. Understanding warehouse operations, inventory systems, and the flow of goods will help you hit the ground running and collaborate effectively with our supply chain team. What we value in you: Exceptional Attention to Detail and Strong Organisational Skills You’ll have a keen eye for accuracy and the ability to manage multiple tasks without compromising quality. Staying organised and prioritising effectively will be key to your success in this role. Ability to Work Independently and Collaboratively We’re looking for someone who can take initiative and work autonomously when needed, while also thriving in a team environment. You’ll contribute to shared goals and support colleagues to deliver outstanding results. Willingness to Learn and Grow in a Dynamic Environment Our industry is fast‑paced and constantly evolving. We value individuals who are adaptable, open to feedback, and eager to develop new skills as opportunities arise. Proficiency in Microsoft Office Suite Solid skills in Word, Excel, and Outlook are essential for managing documentation, reporting, and communication. Experience with advanced Excel functions or other tools is a bonus. We know our people are the secret to our success, and we want you to know we’ve got your back from day one, so here are some of the ways we’re working to make sure this will be your favourite job you’ve ever had: Free on‑site parking A culture built on respect, teamwork, accountability, and support – so you can expect a positive environment and friendly people. A genuine focus on diversity, equity, and inclusion. We’re proud to have: “Bronze Employer for LGBTQ Inclusion” awarded from AWEI. Recognition as 45th in the "Equileap Top 100" globally for initiatives on gender equity. A neutral gender pay gap of under 5% as published by WGEA 2022‑2023 Gold accreditation by Mental Health Australia and on‑site mental health first aiders. Incredible value discounts and perks through our team member app, “Our Local”. Have the option to join our employee‑led resource groups celebrating Pride, First Nations, and Cultural diversity. You’ll bring grit and determination to an evolving and exciting retail landscape, and we’ll back you every step of the way. If you’re a decisive doer and love working in a team environment, join our network of local legends building a bright, sustainable future for independent retail. Diversity, Equity, and Inclusion At Metcash we love great talent, but we know from the research that women and other marginalised folks tend to only apply for jobs when they check every box. We’re keen to change that, so if you think you have what it takes to be a Metcash Legend, but you don’t meet every criteria on the job description we’d still love to hear from you. Apply now and let’s have a chat about your career at Metcash. #J-18808-Ljbffr