Customer Support Service Agent – Smart Locks Division

6 days ago

South Melbourne, Victoria, Australia DDL Australia PTY LTD Full time $60,000 - $80,000 per year

We are seeking a proactive and customer-focused Customer Support Service Agent to join our South Melbourne team. You will be the first point of contact for customers seeking assistance with our Philips and Samsung smart lock products, ensuring a seamless post-sales experience and technical support.

Your typical day as a Service Officer may include:

• Answering client phone calls to resolve enquiries, ensuring a positive client experience.

• Responding to client emails and online enquiries in a timely and professional manner. 

• Contribute to a culture that DDL group information sharing, continued learning, personal growth, and quality client service.

You will be supported by a positive, constructive team and divisional leaders as you do your work.

Key Responsibilities

  • Respond to customer inquiries via phone, email, and live chat regarding Philips and Samsung smart locks.
  • Guide customers through product troubleshooting, including installation, connectivity, and lock configuration.
  • Explain product features such as keyless entry, automatic locking, mechanical key backup, and smart tag registration.
  • Maintain accurate records of customer interactions and resolutions in CRM systems.
  • Coordinate with external sub-contractors and internal teams for warranty claims, product returns, and service requests.
  • Provide feedback to the product and marketing teams based on customer insights.
  • Who we're looking for

    • Australian Citizen, 18+ years old

    • Strong customer service or people-facing experience

    • Confident with computers and learning new systems

    • Excellent verbal & written communication skills

    • Driven to hit goals and provide first-class service

Qualifications

  • Minimum 2 years' customer service experience in an inbound call environment, with CRM or digital platform experience preferred.
  • Strong IT proficiency, including Microsoft Suite, and a quick learner with adaptable problem-solving skills.
  • Exceptional communication over the PHONE, active listening, and interpersonal abilities to engage empathetically with enquirers.
  • Organised and detail-oriented, and able to thrive under pressure, meet deadlines, and handle changing environments with ease.

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