Customer Service Officer

They are now seeking to hire a Customer Service Officer to act as the primary frontline contact for customer enquiries and service coordination. In this role, you will deliver responsive, high-quality assistance across multiple channels, manage workshop bookings, and ensure seamless communication across operations, workshop, and sales teams.

Job Responsibilities

Customer Communication & Enquiries

* Answer and manage inbound phone calls, assisting customers with product enquiries, orders, and general support
* Monitor and respond to incoming emails received through the shared inbox within agreed timeframes
* Assess and triage customer enquiries, directing complex requests to the appropriate team members
* Resolve customer questions and issues independently wherever possible
* Maintain clear, positive, and professional communication across phone, email, live chat, and video channels

Workshop Coordination & Scheduling

* Coordinate workshop bookings in consultation with the Office Manager to maintain accurate scheduling
* Manage service appointments to prevent scheduling conflicts, booking errors, or missed dates
* Confirm booking details and communicate schedule updates directly with customers

Order Administration & Tracking

* Contact customers regarding stock availability, delivery updates, backorders, and product-related matters
* Accurately record customer interactions, notes, and booking details within internal business systems
* Track customer enquiries through to completion to maintain high satisfaction standards
* Utilise modern software platforms and AI productivity tools to draft and refine professional customer communications

Requirements

* Proven experience in customer service, contact centre, administration, or customer-facing roles
* High proficiency in spoken and written English with a clear and confident telephone manner
* Natural ability to build rapport and communicate effectively with Australian customers
* Strong organisational skills with the ability to manage multiple tasks and prioritise efficiently
* High attention to detail when managing customer records, bookings, and correspondence
* Competent computer skills with the ability to learn new cloud-based software platforms quickly
* Sound problem-solving abilities and a calm, solution-oriented mindset in a busy environment

Nice-to-Have Skills

* Prior experience in the caravan, RV, automotive, or retail sectors
* Hands-on experience with Shopify or similar e-commerce platforms
* Familiarity with freight booking and courier dispatch platforms
* Experience managing shared email inboxes, CRM platforms, or workshop scheduling tools
* Practical experience using AI tools such as ChatGPT, Claude, or Microsoft Copilot to assist with written communication

Benefits

* Permanent work-from-home set-up
* Dayshift (Australian Eastern Standard Time business hours)
* Full-time job
* HMO (STAFF only)
* Annual leave
* 13-month pay
* With Government mandated benefits