Customer Support Officer

1 day ago

Mansfield, Queensland, Australia Fortress Collision Repair Services Full time $60,000 - $90,000 per year
Who are we

Fortress is an independent, market leading automotive repairer and partner of choice for insurers. We specialise in high severity collision repairs, taking on the challenges involved in complex, non-drivable; EV and mechanical repair.

Our commitment to quality repairs is matched by our dedication to people. At Fortress, we believe in putting people first — creating a workplace where employees feel valued, supported, and challenged. Our team is motivated by both the success of the business and their own ongoing growth and achievements.

The role

We are seeking a customer excellence-focused professional to take on a front-of-house role, responsible for ensuring a responsive, seamless, and informative experience throughout the repair journey.

  • Coordinate the end-to-end customer repair cycle, including booking, updates, and serving as the main point of contact.
  • Liaise with key internal functions, external suppliers, and assessors.
  • Maintain accurate records in our repair management software (IBody).
  • Promote a strong service culture by responding effectively to customer needs and supporting team operations.
Experience
  • Minimum 1 year experience in a customer service-oriented environment, collision or automotive industry experience highly desirable.
  • Demonstrated ability to deliver professional and efficient service to customers, suppliers and other stakeholders
  • Strong capability in handling customer care and complaint resolution
  • Proficient in Microsoft and Cloud Based Management Systems
What we expect
  • Excellent communication and interpersonal skills.
  • A can-do attitude and ownership mindset.
  • Strong multi-tasking, time management, and prioritisation abilities.
  • Motivation to grow, upskill, and be a top performer in your profession.
What you will get in return

Our success is a credit to our people, skills and culture. At Fortress Collision, we recognise and reward talent and dedication. If you are a high performer, you will find a place here where your contributions are valued.

  • Best in industry pay and monthly performance incentive program.
  • A genuine commitment to your skills development and career progression.
  • A strong workplace culture built on teamwork and respect.
  • Long-term job security and opportunities for growth.

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