Our client is a well-established, family-owned Australian business specialising in caravan and RV accessories. Operating across online retail, showroom, and wholesale channels, they provide quality outdoor touring gear and specialist advice to travellers across Australia. They pride themselves on a collaborative, family-first workplace culture and a commitment to providing dependable, customer-focused service.
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