Customer Care Consultant

Role overview

Blackwoods is looking for a customer care professional who enjoys working in a busy environment and takes pride in creating great customer experiences. This position is based in Mackay, Queensland, and supports customers across Australia through the call centre.

The role focuses on providing quick, reliable service, helping customers select suitable products from a broad range, and contributing to sales while upholding the company’s customer commitment. There are multiple openings available, including both full-time and part-time opportunities.

Key responsibilities

• Handle enquiries relating to sales, service, and backorders, with a strong focus on resolving issues on the first call whenever possible.
• Develop productive working relationships with customers, Account Managers, and internal stakeholders.
• Apply questioning techniques and company systems such as FOCUS to recommend the most appropriate product and service options.
• Spot opportunities for future sales and cross-selling.
• Assist colleagues and contribute to team-based projects.
• Look for improvements that simplify processes and increase efficiency.
• Work in line with legal, ethical, HSE, and internal compliance requirements.

What you should bring

• Prior experience in customer service or a call centre environment; experience in industrial supply or trade-related work is an advantage.
• Clear communication skills and a practical, solution-oriented mindset.
• Good teamwork skills and the ability to build positive working relationships.
• Comfort using computers, including Windows and telephony systems.
• Commercial awareness and the ability to assess and resolve customer problems.
• A warm, customer-first attitude and a strong commitment to service quality.

Benefits and extras

• Permanent employment with incentives and access to Wesfarmers share plans.
• Team member discount card for Kmart, Bunnings, Target, and Officeworks, plus a free One Pass subscription and discounted offers from more than 400 retail partners.
• Ongoing training and opportunities to grow your career.
• Team events, celebrations, recognition awards, and prizes.
• Employee Assistance Program with support for employees and immediate family members, including counselling, coaching, financial advice, legal guidance, nutritional services, and more.
• Refer-a-friend bonus of up to $2,000 for each successful referral.
• Option to buy up to 4 extra weeks of annual leave.
• Generous paid parental leave.
• Free onsite parking and additional workplace benefits.

Application and compliance notes

Applicants who meet most of the stated criteria are encouraged to submit their application. Suitable candidates will be contacted as applications are received.

As part of the hiring process and the organisation’s safety requirements, shortlisted candidates will need to complete background checks, including a pre-employment medical assessment with drug and alcohol testing.

Blackwoods values diversity and inclusion and welcomes applications from all backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTQI+ individuals, and people with disabilities.