Customer Support Specialist

2 days ago

Frenchs Forest, New South Wales, Australia Emerald Planet Environmental Pty Ltd Full time $60,000 - $80,000 per year

The Role: Customer Support Specialist (After-Sales Focus)

We're on the lookout for a motivated and customer-focused individual to join our Customer Support team. In this role, you'll be on the front line of delivering positive outcomes for our customers—whether it's assisting with product support, resolving installation or warranty concerns, or coordinating solutions with our internal teams.

This is more than just a customer service job; it's an opportunity to grow into a key connector across the business, working closely with our sales, product, servicing, and marketing teams to help ensure customer satisfaction at every stage of their journey with Emerald.

Key Responsibilities:

  • Act as a key point of contact for after-sales product support, technical queries, and general product training and warranty information

  • Troubleshoot and resolve both B2B and B2C customer questions

  • Collaborate with internal departments to resolve issues and deliver timely solutions

  • Manage technical support and warranty claims from start to resolution, providing updates to customers and managing servicing teams

  • Develop product knowledge to confidently respond to customer inquiries

  • Maintain detailed records using our IT and ticketing systems and contribute to the continuous improvement of customer support processes

About You:

  • Customer-first mindset with a passion for solving problems and making people's lives easier

  • Comfortable working across departments to drive resolutions

  • Resilient and adaptable, with strong communication skills

  • Detail-oriented and well-organised with solid time management

  • Confident using Microsoft Office and systems such as customer support ticketing software and CRMs

  • A team player with a positive attitude and a willingness to roll up your sleeves

About Emerald

Emerald is a leading Australian designer and distributor of smart, energy-efficient technology. We're passionate about helping households and businesses make the switch to more sustainable solutions. With ongoing innovation and commitment growing toward a sustainable future, now is a great time to join our team and help shape the future of energy-efficient living.

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