Customer Service Representative

4 days ago

Melbourne, Victoria, Australia Simpro Full time $50,000 - $80,000 per year

First Things First - What We Can Offer You

  • Leave to foster personal connections, health & overall well-being
  • Employee Assistance Program
  • Generous Parental Leave Program
  • Paid Volunteer Leave Days
  • Public Holiday Exchange Scheme
  • Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time
  • Talent Referral Program – get rewarded for referring a friend to join our team
  • Casual dress and relaxed office environment
  • Fun team camaraderie and events
  • Opportunities for career progression and development
  • Diverse training & internal networking opportunities across all of our product lines
  • A range of other fantastic benefits
  • Check out our website for more about working at Simpro Group

The Job

The Customer Service Rep Tier 1 role involves providing first-line support to AroFlo customers via phone and chat, resolving basic issues, and logging interactions, while also identifying technical problems and contributing to software improvements.
This position requires strong communication and problem-solving skills, a customer-focused approach, and adherence to service standards to ensure a positive customer experience.

What You'll Do

In this role, you'll be the first point of contact for our customers, delivering exceptional service via phone and chat. You'll resolve basic issues, log customer interactions, and help identify technical problems, all while ensuring a seamless and positive experience.

What You'll Do

Customer Engagement: Professionally engage with AroFlo customers, clients, and internal stakeholders to respond to inquiries, provide assistance, and gather feedback.

Product Expertise: Build deep knowledge of AroFlo's core features and add-ons, including email domains, payment gateways, SMS messaging, AroPoint GPS, and accounting integrations.

Inbound Support: Manage and respond to incoming queries via phone and chat, ensuring timely, accurate, and helpful responses.

Issue Resolution: Work collaboratively with customers to diagnose and resolve software-related issues, escalating when necessary.

Continuous Improvement: Identify patterns in customer issues and provide input to help improve our software and support processes.

Service Excellence: Uphold high service standards by delivering empathetic, clear, and solution-oriented support that exceeds customer expectations.

Technical Issue Reporting: Accurately log and report technical problems to the Application Support team, providing detailed information to assist in quick resolution.

What You'll Bring

Excellent communication and interpersonal skills.

Strong problem-solving abilities and attention to detail.

A customer-first mindset with a desire to help and educate.

Ability to work efficiently in a fast-paced, team-oriented environment.

Previous experience in customer service or technical support is preferred.

A willingness to learn and grow your knowledge of the AroFlo platform.

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

While experience in the above areas will be highly considered, it's important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. .

Visit  to learn more about us and our values.

We would like to take this opportunity to thank all candidates for their application.

*Please note, no agencies will be accepted in the recruitment of this role.  

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