Customer Service Assistant (Inbound Calls)

Job Description

Our client is an Australian office technology company specialising in managed print services, business phone systems, and IT solutions. With branches across Melbourne, Sydney, and Gippsland, they partner with hundreds of organisations to optimise document workflows and communications.

They are now seeking to hire a Customer Service Assistant (Inbound Calls) to ensure inbound calls are handled with care, accuracy, and efficiency. This role is vital in maintaining a high standard of customer experience and managing day-to-day communication effectively.

Job Responsibilities:

• Answer incoming customer calls in a friendly and professional manner
• Log call details and issues accurately into the Jim2 ERP system
• Take detailed phone messages and direct them to the appropriate internal contact
• Resolve basic customer issues using defined processes and available resources
• Collaborate with colleagues to ensure seamless support and customer satisfaction
• Follow internal procedures and policies for handling all calls and enquiries
• Undertake routine administrative and support tasks as directed by management

Requirements

• Excellent spoken and written English communication skills with a highly professional phone manner
• Proven ability to follow instructions and work confidently within defined guidelines
• Strong attention to detail and accuracy when logging data and customer information
• Ability to work independently while remaining a proactive team player
• Reliable, organised, and committed to high task follow-through and quality customer service
• Stable internet connection and a dedicated home setup including a laptop or desktop with a camera, mic, and headset

Nice-to-Have Skills

• Prior experience in customer service, call handling, or reception roles
• Experience or familiarity with CRM systems or ticketing software such as Jim2 ERP
• Previous exposure to working with Australian clients or managing Australian caller expectations

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian Eastern Standard Time business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rate)