AI-Driven Digital Support Specialist

Coates; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Coates in Mascot, NSW is seeking a Digital Support Specialist for a permanent full-time role with Monday to Friday shifts. Start times of 7:00am, 8:00am or 9:00am are available, with a Mascot location to support digital enquiries and revenue conversion.

You will leverage AI-enabled tools to drive operational excellence and progressive specialization. Prioritise inquiries, quote preparation, and case management while maintaining high-quality data and customer momentum.

Qualifications

• Experience in customer service, sales support, inside sales, contact centre, or operational support roles.
• Strong verbal and written communication skills; ability to manage customer interactions professionally.
• Experience using CRM, ticketing, or case management systems with high accuracy.
• Ability to prioritise workloads, meet SLAs, follow established processes, in a fast-paced environment.
• Proactive mindset with willingness to embrace technology and AI-assisted ways of working.

Responsibilities

• Review inbound enquiries, determine the appropriate next action, and progress work within agreed service levels.
• Prepare information required for quoting, routing, customer follow-up, and case management activities.
• Professionally engage with customers to confirm requirements, clarify information, and maintain momentum throughout the sales process.
• Collaborate closely with branch and commercial teams to improve accountability, follow-up effectiveness, and opportunity progression.
• Maintain accurate notes, statuses, and CRM records to ensure high-quality data and case management standards.
• Identify process blockers, recurring issues, delays, and opportunities for automation and continuous improvement.
• Utilise AI tools, templates, and assisted workflows effectively while maintaining sound judgement and quality control.
• Comply with all company policies, procedures, and safety requirements.
• Undertake additional duties aligned with your skills and experience.

Skills

Customer service

Sales support

Inside sales

CRM

Attention to detail

Tools

CRM software

Ticketing systems

Case management systems

Job description

Coates in Mascot, NSW is seeking a Digital Support Specialist for a permanent full-time role with Monday to Friday shifts. Start times of 7:00am, 8:00am or 9:00am are available, with a Mascot location to support digital enquiries and revenue conversion.

You will leverage AI-enabled tools to drive operational excellence and progressive specialization. Prioritise inquiries, quote preparation, and case management while maintaining high-quality data and customer momentum.