Customer Service Advisor

ABOUT THE COMPANY

Our client is a well-established global organisation with a long-standing reputation for engineering excellence, innovation and customer service. Operating across multiple sectors including commercial, healthcare and education, they play a vital role in keeping people and buildings moving safely every day. With a collaborative culture, strong focus on employee development and commitment to safety and sustainability, this is an organisation where your contribution is genuinely valued and your career can grow.

ABOUT THE ROLE

As a Customer Service Advisor, you'll be at the heart of a fast-paced customer care operation, managing service requests, coordinating responses and supporting customers during time-critical situations. Working closely with field technicians, customers and internal teams, you'll ensure enquiries and emergency callouts are handled efficiently and professionally. This is an ideal opportunity for someone who thrives under pressure, enjoys problem-solving and takes pride in delivering exceptional customer service when it matters most.

Rostered shifts:

• Monday: 2:00pm – 10:00pm
• Friday: 2:00pm – 10:00pm
• Saturday: 2:00pm – 10:00pm
• Sunday: 2:00pm – 10:00pm

Pay rates are based on a $30.00 per hour base rate and include the following penalties:

• Monday and Friday: 15% penalty rate ($34.50 per hour)
• Saturday: 25% penalty rate ($37.50 per hour)
• Sunday: Double time ($60.00 per hour)

DUTIES

• Answer inbound calls from customers, building managers and emergency contacts
• Coordinate technician dispatch for service requests and urgent callouts
• Monitor, prioritise and escalate critical jobs to ensure timely resolution
• Log, update and manage work orders received via phone and email
• Respond to customer enquiries professionally and efficiently
• Conduct outbound follow-up calls to provide updates and resolutions
• Liaise with field technicians and internal stakeholders to ensure seamless service delivery
• Maintain accurate job notes, records and system updates

SKILLS & EXPERIENCE

• Previous experience in a customer service, contact centre, helpdesk or service coordination role
• Strong verbal and written communication skills
• Proven ability to remain calm and make sound decisions under pressure
• Excellent organisational and time management skills
• Strong attention to detail and accuracy in data entry and record keeping
• Ability to multitask and prioritise competing demands

BENEFITS

• Permanent part-time role offering consistent hours
• Hybrid working arrangement with the majority of shifts worked from home
• Comprehensive training and onboarding support
• Career development and ongoing learning opportunities
• Collaborative and supportive team culture
• Exposure to a dynamic operational environment where no two days are the same
• Strong commitment to employee wellbeing, safety and inclusion
• Opportunity to make a genuine impact helping customers during critical situations
• Opportunity to pick up additional shifts and boost your earnings."

OUR RECRUITMENT PROCESS

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted
candidates will then proceed to a virtual interview with the consultant managing the role.

Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.

Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.