Call Centre Customer Service Consultant for Leading Removalist Company

Optimove Corporation; Brisbane; On-site; AUD 41,000 - 62,000; Full time

Benefits offered by this job

Weekly performance bonuses

Structured training and coaching

Clear progression paths

Onsite West End Brisbane role

Busy team environment

Job summary

Optimove is seeking a Call Centre Sales & Customer Service Consultant to join our West End, Brisbane office. The role centers on turning enquiries into confirmed bookings while delivering exceptional customer experience in a fast-paced environment.

You will handle inbound and outbound inquiries, follow up quotes, and strive to meet KPIs such as conversion rates and call quality. This on-site, full-time position offers competitive hourly pay and weekly bonuses, with structured training and clear

Qualifications

• Minimum of 2 years' experience in telephone-based customer service, sales, call centres or a similar environment.
• Proven history of converting enquiries or leads into sales/bookings.
• Strong active-listening skills — you understand the customer before trying to sell to them.
• Confidence asking for the booking and closing a sale.
• Excellent verbal and written communication skills.
• A professional, confident and approachable telephone manner.
• Experience working with KPIs, targets or measurable performance standards.
• CRM and Microsoft Office experience.

Responsibilities

• Answer inbound telephone, online and email enquiries promptly and professionally.
• Convert qualified enquiries into confirmed removal bookings.
• Ask the right questions and actively listen to understand each customer's requirements.
• Build rapport quickly and confidently explain the value of choosing Optimove.
• Provide accurate information regarding services, pricing, availability and moving requirements.
• Identify customer concerns and confidently overcome objections without high-pressure tactics.
• Follow up quotes and enquiries.
• Identify opportunities to upsell relevant packing, moving and associated services.
• Take ownership of enquiries from initial contact through to booking.
• Maintain accurate notes within our CRM.
• Work closely with operations to ensure customer expectations are communicated correctly.
• Resolve customer concerns professionally and efficiently.
• Manage multiple enquiries and priorities in a fast-paced environment.
• Consistently achieve individual and team sales targets.
• Be accountable for KPIs including conversion rates, follow-up activity, call quality, customer service and sales performance.

Skills

Customer service

Sales

Active listening

Closing sales

CRM

Communication skills

Education

Experience in call centres or similar

Tools

CRM software

Microsoft Office

Job description

Call Centre Customer Service Consultant for Leading Removalist Company

Optimove – West End, Brisbane QLD
Full Time | Onsite Position
$30–$40 per hour + Weekly Performance Bonuses
Award Classification: Clerks – Private Sector Award 2020 – Level 2

Call Centre Sales & Customer Service Consultant – Leading Removalist Company

Are You a High-Performer Who Knows How to Turn Enquiries Into Bookings?

Optimove is looking for a motivated, reliable and commercially minded Call Centre Sales & Customer Service Consultant to join our busy West End office.

This is not simply a position answering phones.

You will be speaking with customers who are actively considering a removalist, understanding exactly what they need, explaining why Optimove is the right choice, overcoming objections and converting genuine enquiries into confirmed bookings.

We are looking for someone with a strong work ethic, excellent listening skills, personal accountability and a genuine drive to achieve results.

If you are someone who needs to be constantly reminded to follow up customers, struggles with targets, regularly arrives late, avoids difficult conversations, or is uncomfortable being accountable for your results, this position will not be the right fit for you.

If, however, you take pride in your performance, listen carefully to customers, follow through on commitments and enjoy turning conversations into sales, we want to hear from you.

Important: This is a full-time, onsite role based at our West End office. There are no remote or work-from-home arrangements.

What You’ll Be Doing

Your primary responsibility is to provide an exceptional customer experience while converting incoming enquiries into bookings.

You will:

• Answer inbound telephone, online and email enquiries promptly and professionally
• Convert qualified enquiries into confirmed removal bookings
• Ask the right questions and actively listen to understand each customer's requirements
• Build rapport quickly and confidently explain the value of choosing Optimove
• Provide accurate information regarding services, pricing, availability and moving requirements
• Identify customer concerns and confidently overcome objections without using high-pressure sales tactics
• Follow up quotes and enquiries rather than waiting for customers to call back
• Identify opportunities to upsell relevant packing, moving and associated services
• Take ownership of enquiries from initial contact through to booking
• Maintain accurate and detailed notes within our CRM
• Work closely with our operations team to ensure customer expectations are communicated correctly
• Resolve customer concerns professionally and efficiently
• Manage multiple enquiries and priorities in a fast-paced environment
• Consistently achieve individual and team sales targets
• Be accountable for KPIs including conversion rates, follow-up activity, call quality, customer service and sales performance

The Person We're Looking For

We are not looking for someone who simply has call centre experience.

We are looking for someone who can demonstrate that they are reliable, coachable, commercially aware and capable of producing results.

The successful candidate will have:

• A minimum of 2 years' experience in telephone-based customer service, sales, call centres or a similar environment
• A demonstrated history of converting enquiries or leads into sales/bookings
• Strong active-listening skills — you understand the customer before trying to sell to them
• Confidence asking for the booking and closing a sale
• Excellent verbal and written communication skills
• A professional, confident and approachable telephone manner
• Strong organisational skills and attention to detail
• The ability to follow processes and instructions accurately
• The ability to receive feedback, implement it and improve
• Strong problem-solving and critical-thinking skills
• Confidence dealing with objections, difficult customers and changing circumstances
• Experience working with KPIs, targets or measurable performance standards
• CRM and Microsoft Office experience
• The ability to work effectively in a busy office without needing constant supervision

Experience in removals, logistics, transport, sales, quoting or service-based businesses will be highly regarded.

Work Ethic Matters

We operate in a fast-moving service business where customers rely on us during an important and often stressful time in their lives.

For that reason, reliability and work ethic are non-negotiable.

We need someone who:

• Turns up on time and ready to work
• Takes responsibility rather than making excuses
• Follows through when they tell a customer they will do something
• Doesn't leave leads sitting untouched
• Understands that every genuine enquiry is a potential customer
• Listens to instructions and applies feedback
• Remains productive without needing constant supervision
• Is comfortable being measured against clear performance expectations
• Takes pride in achieving strong results
• Wants to contribute to the success of the team

If you are looking for a position where you can simply answer calls and collect an hourly wage, this role is unlikely to suit you.

We reward people who contribute, perform and take ownership of their role.

Sales Without the Hard Sell

We don't want aggressive salespeople who don't listen.

The best person for this position understands that good sales starts with good listening.

Customers contact us because they have a problem to solve. Your job is to understand their move, identify what matters to them, provide the right solution, clearly communicate our value and confidently ask for their business.

You should be comfortable hearing:

"Your quote is too expensive."

"I'm getting a few other quotes."

"I'll think about it."

... and knowing how to professionally continue that conversation, identify the customer's actual concern and give them a reason to book.

Performance & Accountability

This is a performance-driven position.

Your results will be measured through clear KPIs, which may include:

• Enquiry-to-booking conversion rate
• Quote follow-up activity
• Sales and revenue performance
• Call quality
• Accuracy of customer information
• Customer service standards
• Attendance and punctuality

High performers will have the opportunity to earn weekly performance bonuses in addition to their hourly rate.

What We Offer

At Optimove, strong performance is recognised and rewarded.

You’ll receive:

• $30–$45 per hour, depending on experience and capability
• Weekly performance bonuses
• Structured training on our services, systems and sales processes
• Ongoing coaching and development
• Clear performance expectations
• A supportive and experienced team
• Opportunities for advancement within an established business
• A busy environment where motivated people can genuinely make an impact

About Optimove

Optimove has been helping Australian families and businesses relocate for more than 10 years.

Our reputation has been built through professional service, experienced removalists, strong systems and a commitment to providing customers with a better moving experience.

Our customer service and sales team plays a critical role in that process.

For many customers, you will be their first interaction with Optimove - and the quality of that conversation can determine whether they become an Optimove customer.

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