Customer Care Specialist — Flexible Hours

Community Housing Ltd; Gold Coast City; On-site; AUD 42,000 - 54,000; Part time

Benefits offered by this job

Salary packaging

Development opportunities

Flexible and part-time hours

Meaningful work

Job summary

Community Housing Ltd on the Gold Coast is seeking a Customer Service focused Contact Centre Representative to be the first point of contact for customers and prospective customers, handling maintenance inquiries, general questions and complaints with solutions-focused support.

You will triage matters, resolve enquiries wherever possible, and connect customers with the right information to support safe, secure and affordable housing for all.

Qualifications

• Experience in a similar inbound contact centre, call centre or customer service environment.
• Strong communication skills, with the ability to listen, understand customer needs and respond clearly and professionally.
• Confidence handling challenging conversations and supporting customers through difficult situations.
• Good problem-solving skills, with the ability to assess information, prioritise issues and follow processes accurately.
• Comfort using systems and completing administration, including data entry, call logs and basic reporting.
• A willingness to participate in an after-hours contact roster when required.
• A genuine commitment to the right of every person to access safe, secure and good-quality housing.
• Ability to obtain and maintain a satisfactory Police Check.

Responsibilities

• Answer incoming customer calls and provide friendly, professional support across maintenance, general enquiries and complaints.
• Listen to customers, analyse their concerns and respond appropriately, including triaging urgent or priority matters.
• Provide accurate information about CHL products, services, processes and available support.
• Research required information using internal systems and available resources to help resolve customer enquiries.
• Organise maintenance requests and issue work orders in line with CHL guidelines and RTA timeframes.
• Liaise with internal teams and external stakeholders, including transferring calls and sending follow-up emails where appropriate.
• Complete related administration, including data entry, maintaining call logs and preparing associated reports.
• Provide additional support to the wider team and organisation as required.

Job description

Community Housing Ltd on the Gold Coast is seeking a Customer Service focused Contact Centre Representative to be the first point of contact for customers and prospective customers, handling maintenance inquiries, general questions and complaints with solutions-focused support.

You will triage matters, resolve enquiries wherever possible, and connect customers with the right information to support safe, secure and affordable housing for all.