Customer Service Manager

4 days ago

Scoresby, Victoria, Australia Decon Corporation Full time $80,000 - $120,000 per year

WHERE ENERGY MEETS INGENUITY.

About Us

Decon Corporation is an Australian owned and operated manufacturer and provider of core telecommunications and electrical infrastructure products and services. We specialise in manufacturing, construction, installation and network maintenance to Australia's major telco carriers with a major focus on renewable energy technologies. In everything we do, our focus is placed on providing innovative solutions to meet our customer's unique and evolving requirements.

The Role

We're looking for a confident and customer-focused Customer Service Manager to join #TeamDecon at our Scoresby headquarters.

This position bridges customer service and project delivery, managing escalations, customer enquiries and service outcomes across multiple network construction projects. You'll be the key contact for our clients and customers - leading communication, resolving issues with professionalism and identifying opportunities for improvement across our operations.

If you thrive in a fast-paced environment where communication, problem-solving and customer experience are at the forefront, this role offers the perfect blend of challenge, autonomy and impact.

What You'll Do

  • Act as the main point of contact for customer enquiries, feedback and feedback.
  • Investigate and coordinate resolutions, ensuring outcomes are delivered on time and documented.
  • Liaise with internal project and delivery teams to ensure customer requirements are captured and communicated clearly.
  • Support project coordination activities, providing accurate updates on milestones, interruptions and service impacts.
  • Analyse trends in customer feedback and service performance, presenting monthly insights and recommendations.
  • Maintain detailed and traceable case records for reporting, audit and continuous improvement purposes.
  • Contribute to process development and training to strengthen Decon's customer experience culture.
  • Collaborate with stakeholders including Program Managers, Project Delivery, Administration, HSEQ and field teams.

What You'll Bring

  • 3–5 years' experience in a senior customer service, client relationship or escalation management role.
  • Experience in telecommunications, construction or technical project environments.
  • Proven ability to manage complex customer issues with diplomacy and confidence.
  • Excellent communication, analytical and documentation skills.
  • Ability to work under pressure while maintaining professionalism and accuracy.
  • Proficiency with CRM platforms, Microsoft Office, and integrated service tools (e.g. Pronto, SafetyCulture).
  • Relevant qualifications in Business, Communications or Project Management (essential).
  • Additional training in conflict resolution, customer experience or continuous improvement (preferred)

Why Choose Decon Corporation

  • Career growth and professional development opportunities.
  • Competitive salary and supportive team culture.
  • Be part of a fast-growing company at the forefront of telco and renewable energy.

Decon Corporation Pty Ltd is an equal opportunity employer. We encourage applications from candidates of all backgrounds.

This position is available to commence immediately.

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