Customer Service Administrator - Accounts Receivable [T500-28908]

About Officeworks:

Officeworks’ pure is “we bring big ideas to life at low prices”. It’s how we create shared value for customers, team members, suppliers, communities and shareholders.

We are Australia’s leading omnichannel retailer of complete technology solutions, stationery, furniture, art supplies, and learning resources. We also offer services including Print & Create, and Geeks2U.

Our products and services provide solutions to our diverse range of customers across Australia from households, students, small to large sized businesses, governments and schools.

Our culture is built on beginning with customer, doing the right thing, executing with accountability, and leading with ambition. We are one team who are proud to “wear the blues” and deliver for our customers.

We are an inclusive, forward-thinking organisation where diverse perspectives enable innovation, continuous improvement and better outcomes for our customers and teams. The work we do plays an important role in helping Australians work, learn, create and connect.

Our Values

Our values shape the way we work, our behaviors and how we interact with each other, our customers, suppliers and communities.

Title: Customer Service Administrator

Location: Bengaluru

About the Commercial Function:

The Commercial team within the Global Capability Centre (GCC) sits at the heart of Officeworks’ growth agenda. This function brings together customer needs, product innovation, services, supplier partnerships, merchandise planning, and channel growth to shape what Officeworks sells, how it competes, and the value it delivers across Retail, B2B, Government, and Education.

This is a unique opportunity to contribute to one of the business’s most commercially impactful areas. The team plays a key role in evolving Officeworks’ product and service offering, accelerating growth in high-potential channels (such as B2B and Education), expanding private label and exclusive ranges, strengthening supplier partnerships, and unlocking emerging category opportunities across areas like technology, gaming, mobility, VR, print, installation, telco, and managed services.

As part of the newly established GCC, you will help build commercial capability from the ground up, shaping scalable ways of working, strengthening planning and decision-making, and driving outcomes that impact sales, margin, customer experience, inventory performance, and long-term growth.

These roles are best suited for people who enjoy:

• thriving in a growth-focused retail environment where commercial decisions directly influence customers, sales, margin, and competitiveness
• contributing to key growth areas, including B2B, Education, Government, private label, exclusive products, and emerging categories
• using insights (customer, competitor, category, supplier, financial, inventory) to identify opportunities and inform decisions
• collaborating cross-functionally to turn commercial strategy into practical outcomes

Why this role exists:

The Customer Service Administrator processes high-volume financial data, verifies system inputs against standard templates, and updates records with high accuracy. The role ensures customer accounts are financially accurate and up to date by executing accounts receivable administration, payment reconciliations, refund processing, and related customer account maintenance across key systems.

The position supports the Commercial function to maintain strict financial data integrity, adhere to operational frameworks, and drive prompt issue resolution. It plays a critical role in service delivery and vendor management, helping Officeworks and Geeks2U deliver a reliable experience for retail store partners, customers, and field technicians.

Where you will make a difference

In this role you will:

Accounts Receivable and Financial Administration:

• Process high-volume credit card refunds, electronic funds transfers (EFT), and account adjustments accurately in line with established daily schedules.
• Administer overdue payment workflows, issue collection letters, and coordinate debt recovery activities with external portals.
• Update and maintain recurring billing accounts, including GeekCover cancellations and unpaid invoice tasks.
• Reconcile financial records and ensure data integrity across the BMS, debt collection portal, and banking platforms.
• Monitor payment exceptions, investigate minor billing discrepancies, and log resolution details within standard operational timelines.

Officeworks Hardware Repair Account Management:

• Act as the central point of contact for store incident tickets requiring on-site or off-site hardware maintenance.
• Coordinate hardware picking and shipping dispatch details to ensure repair stock moves efficiently between locations.
• Book eligible field technicians to complete store repair requests within agreed service level agreements.
• Follow up with Store Managers and Technicians to monitor job progress, maintain clear service updates, and verify completion.
• Prepare monthly reporting and client invoicing data to support retail enterprise partner arrangements.

Process Quality and KPI Adherence:

• Execute daily tasks in strict alignment with the FACT framework and operational standard operating procedures.
• Action system tickets and administrative workflows to consistently meet target key performance indicators and service level agreements.
• Escalate non-routine system anomalies, operational bottlenecks, or complex payment disputes immediately to leadership.
• Identify manual process friction points and contribute suggestions for baseline operational improvements.

Who you will be working with:

• Operations and Support Teams: Partner with Technician Supply, Customer Contact Centre agents, Quality, Technology, and Administration functions to coordinate schedules, manage ticketing queues, and resolve system and payment updates.
• Retail Store Operations: Communicate directly with Officeworks Store Managers to coordinate in-store hardware repairs, track dispatch details, and ensure high service quality.
• External Technicians and Enterprise Clients: Act as a key daily liaison for field technicians, Geeks2U retail customers, and commercial partners to manage job bookings and account enquiries.
• External Financial Partners: Coordinate with third-party debt collection providers and banking software representatives to process customer adjustments and resolve payment discrepancies.

What success looks like:

• Financial Data Integrity: Accounts receivable tasks, EFT reconciliations, and refund tickets are processed with high accuracy and minimal error rates.
• Operational SLA Achievement: Service tickets, store hardware repair dispatches, and customer enquiries are resolved within established target turnaround times.
• Retail Account Performance: High levels of store manager satisfaction achieved through proactive communication and reliable technician dispatch coordination.
• Framework Compliance: Administrative activities and ticket logs strictly comply with operational guidelines, maintaining complete audit trails.
• Demonstrates behaviours aligned to Officeworks’ values, contributing to a respectful, inclusive and high-performing culture.

How you will lead:

Individual Contributor:

• Lives our Officeworks values and behaviours
• Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behaviour
• Operates in line with applicable Officeworks company policies and Code of Conduct
• Demonstrates a strong sense of personal accountability and curiosity to learn and develop
• Contributes to an inclusive and respectful environment where diverse perspectives are valued and everyone feels safe to speak up and belong

Qualifications and work experience:

Essential:

• Education: Degree in Business Administration, Operations, Accounting, or a related discipline.
• Experience: 3+ years of experience in business administration, accounts receivable, or operational customer support roles.
• Operational Execution: Demonstrated ability to process transactional financial data, perform payment reconciliations, and maintain database records with high accuracy.
• Account Coordination: Experience supporting service dispatch workflows, inventory/hardware tracking, or coordinating tasks with field technicians and external partners.
• System Proficiency: Competency using business platforms, ticketing software, customer databases, and standard spreadsheet tools (G Suite/Microsoft Office).
• Communication Skills: Professional written and verbal communication skills with a focus on delivering clear customer and stakeholder support.
• Time Management: Strong organisational capability to manage competing ticketing priorities and meet strict daily SLAs under standard supervision.

Preferred:

• Technical Platform Knowledge: Experience working with Business Management Systems (BMS), CRM software, or specialised debt collection portals.
• Industry Context: Background in retail, consumer technology, or IT service operations environments.
• Quality Frameworks: Familiarity working within structured service quality frameworks or SLA-driven operating models.