Customer Service Representative

3 days ago

Cheltenham, Victoria, Australia Service Experts Full time $60,000 - $80,000 per year

At Service Experts, we know that to "Redefine the Perception of Trades" it begins with an exceptional customer experience well before a technician arrives.

We're searching for an organised, and people-focused Customer Service Representative to join our team. Outstanding customer service is the crucial first step to ensure every service call is smooth, timely and stress-free for our customers.

Key responsibilities:

  • Handle inbound and outbound calls, booking appointments at a high conversion rate.
  • Quickly identify client requests or concerns, providing efficient and effective solutions.
  • Use critical thinking to solve problems, making sound decisions to ensure client satisfaction.
  • Show empathy and take full ownership of each client's experience.
  • Accurately record detailed client interactions and actions taken.
  • Meet productivity goals while maintaining high call quality and following call flows and scripts.
  • Work independently, completing tasks without requiring follow-up.
  • Perform other duties as assigned.

About You:

  • Exceptional phone and interpersonal communication skills.
  • Take ownership of client escalations to resolve issues efficiently while ensuring all actions, responsibilities, and updates are clearly communicated with managers.
  • You're calm, clear-headed, and love ticking off tasks.
  • Detail is your thing—nothing slips through the cracks on your watch.

Role requirements:
- Minimum 2 years' experience in customer service roles, preferably in a plumbing & electrical maintenance environment, but thats ok we can teach you.
- A solutions mindset — you stay one step ahead, adjust on the fly, and ensure everything runs smoothly for our customers and team.
- High level organisation skills with excellent time-management. You thrive with moving parts and shifting priorities
- A GENUINE commitment to deliver an exceptional customer experience
- Familiarity with trade job management systems (e.g., ServiceM8) is a bonus—but we'll train the right person

If you are looking for your next opportunity with a company that offers full support, continuous improvement and growth opportunities, then we would love to hear from you.

To express your interest in this role 'apply now' via SEEK with your application.

PLEASE NO EMPLOYMENT OR RECRUITMENT AGENCIES

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