Customer Service Officer

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

Originally posted on Himalayas