Join Australia & New Zealand's leading experience company! Build your future with accredited training & genuine career progression Enjoy exclusive staff discounts & premium office facilities! At Winning Group, we’re more than a retailer - we’re Australia and New Zealand’s leading experience company. Since 1906, we’ve been a proud, family-owned business, bringing together premium retail, world-class logistics, and cutting-edge technology. Our brands include Winnings, Appliances Online, Winning Services, Home Clearance and Andoo. At its core, our Customer Support team member for Bathware & Warranty is the ultimate bridge between premium bathware, technical trades, and the end customer. You aren't just reading from a script; you are a specialised problem-solver who takes total ownership of the post-sales journey. From diagnosing technical faults with luxury fixtures and guiding plumbers through complex installations, to managing international supplier warranties and ensuring seamless order delivery, you are the expert linchpin that guarantees a flawless, premium customer experience. As a Customer Support (Bathware & Warranty), you'll : Provide a high level of customer service with exceptional knowledge of our products, services, processes and systems Achieve and aim to exceed weekly KPI targets for calls, chats and customer satisfaction Take end-to-end ownership of order management workflows to ensure seamless processing Prioritise customer service when complaints arise, and refer them to the correct escalations departments Troubleshoot and/or diagnose faults with specialised bathware products, offering technical insights and practical suggestions on product functionality Manage ongoing communication and correspond effectively with international bathware and appliance suppliers Correspond directly with plumbers and technicians to arrange, schedule, and guide them through service and installation inquiries. Manage the warranty process with customers, ordering specialised spare parts, arranging technicians, and providing updates as required. Become involved in daily stand-up training to increase knowledge in products and processes Build strong relationships with internal stakeholders to ensure our customers are provided with the best possible experience You'll have: Strong, existing knowledge of bathware products, plumbing mechanics, or architectural bathroom fixtures (essential) Existing technical knowledge tailored to diagnosing product faults and communicating with trade professionals. Excellent verbal and written communication skills to articulate technical details clearly. Ability to build strong rapport with customers, plumbers, and international suppliers. Commitment to providing quality customer service Self-motivation and the ability to work autonomously when necessary High computer literacy with ability to learn new systems, tools and technologies Strong attention to detail Ability to work from HQ in Waterloo 5 days a week 8:30am - 5:00pm At Winnings, you’ll join a team where creativity, service, and passion are celebrated. We invest in our people, offering continuous development and genuine career progression opportunities across our growing Group. Our employee benefits include: Exclusive staff discounts across all Winning brands. Career growth opportunities with pathways into leadership. Accredited training through our in-house Training Academy Wellbeing support through our EAP, with availability to access free GP visits and psychology appointments Recently renovated Head Office with free coffee available from our on-site barista. We’re proud to nurture a diverse and inclusive workplace where everyone feels they belong. We welcome applicants from all backgrounds and encourage you to apply if this role excites you.
