Customer Service Officer
Posted
Our client is a well-established, family-owned Australian business specialising in caravan and RV accessories. Operating across online retail, showroom, and wholesale channels, they provide quality outdoor touring gear and specialist advice to travellers across Australia. They pride themselves on a collaborative, family-first workplace culture and a commitment to providing dependable, customer-focused service.
They are now seeking to hire a Customer Service Officer to act as the primary frontline contact for customer enquiries and service coordination. In this role, you will deliver responsive, high-quality assistance across multiple channels, manage workshop bookings, and ensure seamless communication across operations, workshop, and sales teams.
Job Responsibilities
Customer Communication & Enquiries
- Answer and manage inbound phone calls, assisting customers with product enquiries, orders, and general support
- Monitor and respond to incoming emails received through the shared inbox within agreed timeframes
- Assess and triage customer enquiries, directing complex requests to the appropriate team members
- Resolve customer questions and issues independently wherever possible
- Maintain clear, positive, and professional communication across phone, email, live chat, and video channels
Workshop Coordination & Scheduling
- Coordinate workshop bookings in consultation with the Office Manager to maintain accurate scheduling
- Manage service appointments to prevent scheduling conflicts, booking errors, or missed dates
- Confirm booking details and communicate schedule updates directly with customers
Order Administration & Tracking
- Contact customers regarding stock availability, delivery updates, backorders, and product-related matters
- Accurately record customer interactions, notes, and booking details within internal business systems
- Track customer enquiries through to completion to maintain high satisfaction standards
- Utilise modern software platforms and AI productivity tools to draft and refine professional customer communications
Requirements
- Proven experience in customer service, contact centre, administration, or customer-facing roles
- High proficiency in spoken and written English with a clear and confident telephone manner
- Natural ability to build rapport and communicate effectively with Australian customers
- Strong organisational skills with the ability to manage multiple tasks and prioritise efficiently
- High attention to detail when managing customer records, bookings, and correspondence
- Competent computer skills with the ability to learn new cloud-based software platforms quickly
- Sound problem-solving abilities and a calm, solution-oriented mindset in a busy environment
Nice-to-Have Skills
- Prior experience in the caravan, RV, automotive, or retail sectors
- Hands-on experience with Shopify or similar e-commerce platforms
- Familiarity with freight booking and courier dispatch platforms
- Experience managing shared email inboxes, CRM platforms, or workshop scheduling tools
- Practical experience using AI tools such as ChatGPT, Claude, or Microsoft Copilot to assist with written communication
Benefits
- Permanent work-from-home set-up
- Dayshift (Australian Eastern Standard Time business hours)
- Full-time job
- HMO (STAFF only)
- Annual leave
- 13-month pay
- With Government mandated benefits
Skills
As published by workable · 27 questions · 2 written answers
Basics
First name, Last name, Email, Headline, Phone, Address, Summary, Resume, Cover letter
Short answers (6)
- If you are shortlisted, we would like to contact you on Google Chat or MS Teams. Please provide your email ID ("MS Teams - sample@email.com")
- Please provide a link to your LinkedIn profile account.
- Please upload a 1-2 minute VIDEO recording summarising your work experiences. You can use any platform you prefer. Once recorded, upload your video to your preferred drive and share the link here. Ensure the link is accessible to anyone with the link. Record in your working area, ensure a quiet environment and maintain a professional appearance. Note that this is MANDATORY, and we cannot proceed with your application without it.
- Do you currently have any full-time, part-time, or side commitments? If yes, how much notice do you need to render, and how soon would you be able to start and fully commit to this role?
- Will you require maternity/paternity leave within the next 12 months? If not, then do you have any prior planned leaves? Please specify.
- What is your current internet service provider, and what alternative or back-up internet connection do you have in place?
Pick from a list (16)
- We’re seeking someone who can dedicate themselves fully to the role. Please apply only if you are not currently employed in another full-time position or can transition out of it before starting. Can you confirm that you’ll be available to start this role without any conflicting commitments, including part-time, full-time, or freelance work?
- Please note that as a requirement, we will implement a Time Tracker system. Its purpose is to ensure transparency for our clients, indicating our active involvement in our tasks, and to maintain an accurate record of daily working hours. Could you please confirm your willingness to use this system?
- If you are hired by us, you will be engaged under a Philippines Employment Model contract, which means your government-mandated benefits will be fully covered and seamlessly managed on your behalf. Would you be comfortable with this arrangement?
- Do you have at least 2 years of experience in a customer service or customer support role?
- Do you have experience working within the caravan, RV, automotive, or retail industries?
- Do you have experience handling both inbound and outbound phone calls in a high volume professional capacity?
- Do you have experience monitoring, triaging, and managing high-volume shared email inboxes?
- Do you have experience coordinating appointments, service bookings, or workshop schedules?
- Do you have experience following up with customers regarding stock availability, backorders, and delivery updates?
- Do you have experience navigating Shopify or an equivalent e-commerce management platform?
- Do you have experience using Google Workspace applications and cloud-based CRM systems?
- Do you have experience utilising AI tools like ChatGPT or Microsoft Copilot to assist with drafting professional communications?
- How many monitor/s do you have available?
- I hereby authorise VirtualStaff365 to contact my previous employers, supervisors, and references for the purpose of verifying my employment history and qualifications. I consent to the collection and processing of my personal data in accordance with the Philippines’ Data Privacy Act of 2012 (Republic Act No. 10173).
- Please note that an active NBI clearance is required before we can process your application. Candidates without an active NBI clearance will not be considered until they obtain one. Do you understand and agree to this requirement?
- Do you currently have an active NBI clearance?
Written answers (2)
- In 100 words, please tell us about those experiences you had that is related to this role.
- If Only Applicable: If you selected "HIT", please briefly state the reason for the HIT (if known), and how many working days you were advised it would take to process. Write N/A if not applicable.
Attachments (3)
- Please attach a screenshot of your PC/Laptop specs.
- Please upload a screenshot of your internet speed test result using this link: https://fiber.google.com/speedtest/. STEPS: (1) Use Google Chrome browser (2) go to https://fiber.google.com/speedtest/ (3) Change the server to any Melbourne/Sydney provider (4) run the speed test (5) take a screenshot.
- Please upload a digital copy of your valid NBI Clearance. We also accept a screenshot of your NBI appointment or a valid Police Clearance as an alternative.