Customer Service Representative

At CSR, we're building a better future together.

We are a team of 2,600 people across Australia and New Zealand, and we are all collaborating every single day towards a shared purpose - 'Building solutions for a better future'. As a leading Australian Manufacturing business, we're at the forefront of developing innovative, sustainable, and high performing building products and systems.

At CSR, we put people first. We are committed to creating a safe, respectful, supportive, and inclusive working environment that enables everyone to feel valued, grow and truly thrive. We are committed to providing equal opportunity for everyone and welcoming people of all backgrounds, identities, experiences, abilities, and life stage.

About the role:

CSR is seeking a Customer Service Representative to support CSR brands you'll play a pivotal role in delivering exceptional service experiences to our customers across Australia. This is more than just answering calls - it's about being a trusted advisor, a problem-solver, and a brand ambassador.

Based in Minto, you'll be the first point of contact for a wide range of customer inquiries, helping builders, tradies, and homeowners navigate our product offerings and find solutions that suit their needs. Whether it's recommending the right product for a specific application, managing sample requests, or following up on previous interactions, your ability to listen, understand, and respond effectively will be key to your success.

Key Responsibilities:

• Deliver exceptional customer service by meeting Grade of Service and SLA targets.
• Handle inbound calls across CSR brand queues, identifying customer needs and providing tailored product advice.
• Respond promptly to emails, web forms, and voicemails, ensuring all interactions are recorded accurately in CRM.
• Honour all follow-up commitments, maintaining trust and reliability with customers.
• Conduct outbound surveys and campaigns professionally, including Monier sample requests and follow-ups.
• Continuously build product knowledge through self-learning and training.
• Collaborate with team members and leadership to improve processes and customer outcomes.
• Uphold respectful, professional communication with internal departments and external partners.
• Embrace new systems, tools, and techniques introduced through workshops and training.

What You'll Bring:

• A strong aptitude for learning and self-development.
• Ideally, an understanding of the building process.
• Previous experience in a customer service role, preferably in construction or trade environments.
• Skilled in both inbound and outbound call handling.
• Ability to multitask - talk and type simultaneously.
• Excellent communication and interpersonal skills.
• Calm, respectful, and positive under pressure.
• Quick learner with strong attention to detail.

What we offer

We strive to support your professional and personal growth. Here are some of the perks you'll enjoy as part of the CSR team:

• Supportive and collaborative culture that fosters innovation and inclusion. You'll be surrounded by talented colleagues who are passionate about their work and committed to helping each other succeed.
• Care and wellbeing offer includes up to 14 weeks of paid parental leave, 52 weeks of superannuation payment, and access to an employee assistance program.
• Rewarding career with on-the-job learning, development, and upskilling opportunities within and across our brands

How to Apply:

Just click on the Apply for this job button.

We encourage you to apply even if you don't meet 100% of the requirements. If you're passionate about making a positive impact and you see yourself in this role, we'd love to hear from you

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