Customer Experience Specialist (Defence Industry)

ADA; Melbourne; On-site; AUD 42,000 - 56,000; Full time

Job summary

ADA (Australian Defence Apparel) is seeking a Customer Service Support Officer to handle customer inquiries via phone, email, and live chat. You will assist with orders, returns, and exchanges while maintaining accurate CRM records and collaborating across departments to ensure high service levels.

The role emphasizes strong communication, problem-solving, empathy, and attention to detail in a fast-paced environment in Melbourne.

Qualifications

• Minimum 1 year in a customer service role.
• Experience handling queries via phone, email and in-person.
• Experience using CRM systems to track interactions and feedback.
• Exposure to handling complaints and resolving conflicts.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat with accurate information.
• Assist customers with issues or complaints, resolving promptly while maintaining company image.
• Process orders and manage returns or exchanges per policy.
• Maintain comprehensive records of interactions in the CRM system.
• Collaborate across departments to ensure seamless service delivery.
• Identify opportunities to improve customer service processes for efficiency.
• Provide feedback to inform product development and marketing strategies.

Skills

Excellent communication

Problem solving

CRM proficiency

Teamwork

Attention to detail

Empathy

Tools

CRM systems

Job description

ADA (Australian Defence Apparel) is seeking a Customer Service Support Officer to handle customer inquiries via phone, email, and live chat. You will assist with orders, returns, and exchanges while maintaining accurate CRM records and collaborating across departments to ensure high service levels.

The role emphasizes strong communication, problem-solving, empathy, and attention to detail in a fast-paced environment in Melbourne.