Customer Experience Expert

O'Brien Glass Industries Limited; Burwood; On-site; AUD 47,000 - 52,000; Full time

Benefits offered by this job

Competitive hourly rate

Superannuation

Job summary

O’Brien Glass Industries Limited in Burwood is seeking a dedicated Face to Face Customer Service, Sales & Administration professional. The role concentrates on delivering top-notch, in-person service to automotive glass customers at the Burwood Service Centre, with a focus on selling vehicle accessory products and coordinating repairs.

You will handle inquiries, schedule bookings, issue invoices and support daily operations.

Qualifications

• Strong customer service experience (face-to-face preferred).
• Excellent verbal and written communication skills.
• Professional presentation and a positive attitude.
• Ability to problem-solve and create customer-focused solutions.
• Strong time management and ability to prioritise in a busy environment.
• Intermediate–advanced Microsoft Office skills.
• Administration experience supporting daily operations.
• Comfortable with sales and educating customers on additional services.
• A current driver’s licence (essential).
• Full Australian work rights (essential).

Responsibilities

• Deliver warm, professional face-to-face customer service.
• Sell Vehicle Accessory Products.
• Greet customers and visitors with a positive, helpful attitude.
• Manage phone, email and in-person enquiries.
• Support the Service Centre Manager with daily operations.
• Update customers on repair lead times.
• Conduct basic repair inspections on vehicles.
• Educate customers on our full range of services.
• Schedule repair bookings and manage workflow.
• Issue invoices and raise job authorities.
• Resolve customer concerns and follow up queries.

Skills

Customer service

Communication

Professionalism

Problem solving

Time management

MS Office

Administration

Sales upselling

Driver's licence

Work rights

Tools

Microsoft Office

Job description

Are you wanting to work for an organisation that values their people, invests in communities and has a commitment to our environment? Do you share a passion for maintaining a continual focus on Making a Difference with Real Care to customers and employees? If this sounds like you, then we have your next opportunity.

Full Time | $34.28 p/h + Super | Tuesday - Friday 9.00am - 5.00pm & Saturday 8.00am - 4.00pm

Join a trusted national brand where your customer service skills truly make an impact. Our Burwood Service Centre is seeking an experienced Face to Face Customer Service, Sales & Administration professional who can hit the ground running and deliver exceptional service to our Automotive Glass customers. If you thrive in a fast‑paced environment, enjoy face‑to‑face interaction, and want a role with variety, this is the perfect opportunity.

About the Role

As the first point of contact for our customers, you’ll play a key role in creating a positive experience from the moment they walk through the door.

Days: Tuesday - Saturday

Roster Hours: Tuesday - Friday 9.00am - 5.00pm & Saturday 8.00am - 4.00pm

Must be flexible to work overtime as required

You will be responsible for:

• Delivering warm, professional face‑to‑face customer service
• Selling of Vehicle Accessory Products
• Greeting customers and visitors with a positive, helpful attitude
• Managing phone, email and in‑person enquiries
• Supporting the Service Centre Manager with daily operations
• Updating customers on repair lead times
• Conducting basic repair inspections on vehicles
• Educating customers on our full range of services
• Scheduling repair bookings and managing workflow
• Issuing invoices and raising job authorities
• Resolving customer concerns and following up queries

About You

We’re looking for someone who brings professionalism, energy and initiative to the team.

You will have:

• Strong customer service experience (face‑to‑face preferred)
• Excellent verbal and written communication skills
• Professional presentation and a positive attitude
• Ability to problem‑solve and create customer‑focused solutions
• Strong time management and ability to prioritise in a busy environment
• Intermediate–advanced Microsoft Office skills
• Administration experience supporting daily operations
• Comfortable with sales and confident in educating customers on additional services
• A current driver’s licence (essential)
• Full Australian work rights (essential)

Why Join Us?

• Supportive, collaborative team culture
• Opportunities for growth and development
• Competitive hourly rate
• Reward & Recognition programs
• Work with a respected national brand

At O'Brien®, we put our customer at the heart of everything that we do, serving more than 360,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. O'Brien is also part of Belron®, worldwide leader in vehicle glass repair, replacement and recalibration services, operating in 40 countries across 6 continents.

Founded in February 1924 by Frank G. O’Brien on Allen Street, Waterloo, O’Brien® began as a silvering business with a strong commitment to customer satisfaction and employee well-being.

Over the years, we’ve grown to become Australia’s leading vehicle glass repair and replacement company. Today, O’Brien® operates nationwide, offering a wide range of automotive care products and services to both retail and wholesale customers.

Each year, we serve over 360,000 motorists, 24 hours a day, 7 days a week, 365 days a year. Our expertise extends beyond vehicles - since 1924, O’Brien® has also been a trusted provider of quality glass products and services for Australian homes and businesses.

Our tailored glazing solutions are designed to meet the unique needs of every customer. In 2018 O'Brien® and Laser & Electrical Plumbing untied their expertise, giving rise to O'Brien Plumbing and Electrical enabling O'Brien® to offer a complete range of a complete range of products and services across Australia.

O'Brien® is also part of Belron®, a global leader in vehicle glass repair, replacement, and recalibration, operating in over 40 countries across 6 continents. At O'Brien®, we put our customer at the heart of everything that we do, maintaining a continual focus on Making a Difference with Real Care to our customers and employees.