Make a Difference Every Day
At Focus on Furniture, we’re passionate about helping customers create homes they love. As one of Australia’s leading furniture retailers, we pride ourselves on delivering quality products and exceptional customer experiences. We’re looking for a proactive, solutions-focused Customer Service Representative to join our team and play a key role in supporting our customers throughout their journey with us.
If you’re someone who thrives on solving problems, enjoys helping people, and can remain calm under pressure, we’d love to hear from you.
About the Role
As a Customer Service Representative, you will be the key link between our customers, stores, warehouse teams, delivery partners, and suppliers. You’ll manage a variety of customer enquiries and work to resolve issues efficiently, professionally, and with empathy.
From delivery enquiries and product faults to repairs, replacements, and warranty claims, you’ll ensure customers feel supported and informed every step of the way.
What You’ll Be Doing
Customer Experience & Resolution
- Respond to customer enquiries via phone, email, and other communication channels.
- Investigate and resolve customer concerns in a professional and timely manner.
- Manage customer expectations throughout the resolution process.
- Escalate complex issues where required.
- Deliver positive, solution-focused customer experiences.
Repairs, Replacements & Warranty Support
- Manage customer requests relating to product faults, repairs, replacements, and warranty claims.
- Gather and assess information to support claim decisions.
- Liaise with suppliers, repair agents, and internal stakeholders to achieve the best outcome.
- Maintain accurate customer records and case notes.
- Monitor open cases and ensure timely follow-up.
Delivery & Operational Support
- Work closely with warehouse and delivery teams to resolve delivery-related concerns.
- Coordinate replacement stock, repair bookings, and customer collections.
- Provide customers with accurate updates on deliveries and service outcomes.
- Assist in resolving operational issues that impact the customer experience.
- Support effective communication across departments.
Administration & Compliance
- Maintain accurate records and customer documentation.
- Process requests in accordance with company procedures and policies.
- Ensure all documentation is completed accurately and promptly.
- Adhere to company standards and customer service guidelines.
- Support reporting requirements as needed.
Team Contribution & Continuous Improvement
- Contribute positively to a collaborative team environment.
- Share ideas to improve customer experiences and operational processes.
- Participate in training and development opportunities.
- Support team members during busy periods.
- Maintain strong product knowledge and understanding of company policies.
About You
You are a customer advocate who genuinely enjoys helping people and finding practical solutions. You can confidently navigate challenging conversations while maintaining professionalism and empathy.
You’ll Bring:
- Experience in customer service, particularly managing complaints, product faults, delivery issues, repairs, or replacement requests.
- Strong problem-solving, investigation, and decision-making skills.
- The ability to de-escalate difficult situations and achieve positive customer outcomes.
- Excellent verbal and written communication skills.
- Strong organisational skills and attention to detail.
- A resilient and professional approach when handling complex customer matters.
- The ability to balance customer needs with commercial and business considerations.
- Confidence working across multiple systems and managing competing priorities.
Why Join Focus on Furniture?
- Be part of a supportive and collaborative team.
- Work for a trusted Australian furniture retailer.
- Make a genuine impact on customer experiences every day.
- Ongoing training and development opportunities.
- A role where no two days are the same.
Ready to Join Us?
If you’re passionate about customer service and take pride in creating positive outcomes for customers, we’d love to hear from you.
Apply now and become part of the Focus on Furniture team.
