Customer Service Representative

Summary

Join our client, a leading Australian residential services provider, as a Customer Service Representative! In this role, you will be the friendly voice of the company, handling a high volume of inbound calls, emails, and online inquiries. You will confirm bookings, follow up after services, and manage general customer inquiries, educating them about services and promotions. This position requires strong communication skills, experience in customer service, and proficiency in job management systems. The role offers a permanent work-from-home setup, full-time hours, and excellent benefits including HMO, annual leave, and a Christmas bonus.

Requirements

• 1–2+ years in customer service, administration, reception, or scheduling
• Strong verbal and written English communication
• Friendly and professional phone manner with minimal accent preferred
• Confident handling high-volume calls and multi-tasking under pressure
• Tech-savvy with experience in ServiceM8, Service Titan, or similar platforms
• Excellent attention to detail, time management, and follow-through
• Adaptable and eager to learn new systems and SOPs

Responsibilities

• Answer inbound calls, emails, and online enquiries promptly and professionally
• Confirm bookings, follow up after services, and manage general enquiries
• Handle 50+ calls per day, plus outbound follow-ups and confirmations
• Educate customers about services, promotions, and membership plans
• Follow standard operating procedures and use approved communication scripts
• Maintain accurate data entry and job notes in job management systems
• Work closely with technicians, sales teams, and office staff to ensure service flow
• Support quoting, invoicing, and payment processing where required

Preferred Qualifications

Experience in trade services (air conditioning, plumbing, electrical) is a big plus

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)