Operations and Customer Service Assistant

Permanent Full Time
- Hybrid Working Arrangement - 2 Days Office / 3 Days Home
- Fast Paced and Dynamic Environment

**Maid to Clean** is a rapidly growing, high-tech home cleaning company that brings innovative technology and a modern culture to the cleaning industry.
- **Permanent full-time role**:

- **Hybrid working arrangement** - Work 2 days in our Thornbury office and 3 days from home (after 6-8 week training period)
- **Fast-paced, dynamic working environment**

Do you have excellent communication and customer service skills? Are you someone who thrives in a fast-paced environment, can think on your feet, and stay calm when resolving issues? Do you want a role that combines problem-solving, investigation, and customer care with real opportunities for growth?

**Background**

Maid to Clean is a premium house cleaning company servicing all of Melbourne and Geelong. We specialise in premium quality cleaning and strive to deliver an exceptional experience to every client. We’re proud to be Melbourne’s highest-rated domestic cleaning company on both Google and Product Review.
We are now in need of a new team member who will assist in running the day-to-day operations and customer service of the business. This will involve promptly replying to customers and cleaners with information, problem solving customer and cleaner queries, accurately following our systems/procedures and much more. The role will also require diplomatic complaint resolution - finding win-win solutions to customer complaints in ways that satisfy the customer, the cleaning team involved, and the business.

**The Role**

The primary function of the Operations and Customer Service Team is to ensure that all cleaning jobs taking place on the current day run smoothly. The role involves providing exceptional customer service to our customers and cleaners, multi-tasking several inquiries at once and problem-solving when things do not go to plan. You’ll be the one to step in, investigate, resolve issues, and ensure the customer walks away happy.
Your day-to-day will include:

- Responding promptly to incoming messages
- Handling complaints with empathy and professionalism - ensuring outcomes are fair for both the customer and the cleaning team
- Managing damage-related reports with urgency and accuracy, including investigation, documentation, and resolution
- Taking ownership of customer issues from start to finish, finding practical and timely solutions
- Providing fast and thoughtful responses to a wide range of service issues
- Accurately following internal processes and using our systems effectively
- Keeping thorough records of all communication and actions taken
- Staying calm, professional, and positive when dealing with unhappy or upset customers
- Multitasking and switching between tasks quickly without missing detail

**Requirements**:

- Experience in a fast-paced service-based business or customer support/call centre role
- **Demonstrated experience in handling customer complaints and resolving damage-related issues**:

- Excellent verbal and written communication skills
- Strong investigation and problem-solving abilities
- Ability to think analytically and problem solve is essential
- Fast and accurate computer skills (60+ WPM preferred)
- Calm under pressure and able to defuse challenging situations
- Highly organised, responsive, and able to prioritise effectively
- Able to follow structured processes while using good judgement

**Other Information**

Maid to Clean has been operating for over 11 years now, however we are still a growing business with a dynamic working environment. We take pride in offering the best employment benefits possible to our staff and continually aim to be an employer of choice. Like all roles with Maid to Clean, there is a high degree of flexibility, including working at home for part of your working week.

We are the perfect place for someone who is looking for a long-term opportunity and job stability within a business that offers growth opportunities, and the salary increases that come along with it. We have a great team culture here at Maid to Clean and can't wait to find our newest addition to the team.
- The job is **5 days per week**, with an additional **1 x Saturday per month** required on a rotating roster and paid on top of the base salary.
- Working from the office 5 days per week for the initial 6-8 week training period.
- Everyone at Maid to Clean is given the **opportunity to develop, grow, progress** into new positions, and earn a fantastic salary.