After-Sales Service Advisor

2 weeks ago

Bundoora, Victoria, Australia Aptella Full time $60,000 - $80,000 per year

About Aptella:

At Aptella, we're on a mission to empower the mining, construction, and geospatial industries with state-of-the-art technology from the world's leading innovators. Join a dynamic team of over 380 professionals across Australia, Southeast Asia, and New Zealand, and unlock extraordinary career opportunities in a company culture that's as vibrant as it is forward-thinking.

About the Role:

We are seeking an enthusiastic After-Sales Service Advisor to join our team. In this casual role, you'll be the first point of contact for existing customers, helping them get the most out of their products by coordinating timely servicing and maintenance. You'll play a key role in ensuring customer satisfaction, retention, and long-term product performance by delivering professional and proactive service support.

What You'll Be Doing

  • Proactively contact customers via phone, email, or SMS to promote and schedule servicing based on product purchase dates.
  • Educate customers on the importance of timely maintenance, service intervals, and compliance.
  • Book service appointments in coordination with field service teams, workshops, and service centres.
  • Maintain accurate customer records and service histories in the CRM/job management system.
  • Respond to customer enquiries on service availability, costs, and timelines.
  • Prepare and follow up on service quotations as needed.
  • Identify potential upsell or cross-sell opportunities and pass leads to the sales team.
  • Work closely with service technicians, service managers, and parts coordinators to ensure seamless service delivery.
  • Monitor service campaign progress and report on KPIs such as booking rates, conversions, and customer satisfaction.

What We're Looking For

  • Experience in customer service, service coordination, or a similar client-facing role (experience in a technical/service industry highly regarded).
  • Strong communication skills—both written and verbal.
  • Excellent organisational and time management abilities.
  • Familiarity with CRM systems and scheduling software.
  • A proactive and professional approach to handling customer enquiries and objections.
  • High attention to detail and data accuracy.
  • Sales or upselling experience (desirable, not essential).

Key Competencies

  • Customer-focused mindset
  • Proactive communication
  • Team collaboration
  • Initiative and follow-through
  • Problem-solving ability
  • Accountability and ownership

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