Customer Experience Specialist — End-to-End Support & Warranty

VERVE Fitness; Gold Coast City; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Superannuation

Authority to resolve issues

Product training

Ongoing training

CRM stack HubSpot + NetSuite

Team incentives

Staff discount

Career path

Job summary

VERVE Fitness is seeking a Customer Service Representative to own the customer experience from initial contact through to resolution. This office-based role at our Upper Coomera facility offers the chance to support gym equipment customers with professionalism and empathy.

You will manage inbound enquiries by phone, email and web, log interactions, handle warranty claims with the technical team, and keep orders and deliveries on track. A can-do attitude and strong written skills are essential.

Qualifications

• Experience in customer service, after-sales or a service desk environment.
• Experience handling warranty claims, spare parts or technical products will be Highly Regarded.
• A passion for health and fitness with an understanding of Gym and Fitness Equipment will be Highly Regarded.
• Background in equipment, trades, automotive or anything physical you had to troubleshoot.
• Excellent written and verbal communication skills.
• Excellent computer skills with MS office competency.
• Experience using AI (Claude, Chat GPT, Gemini).
• Enthusiasm, VERVE, and a commitment to giving their very best every day to serve our customers.

Responsibilities

• Respond to all inbound customer enquiries by phone, email and web within our service standards.
• Own warranty claims from first contact through to resolution, working with our technical team.
• Track and communicate order, delivery and dispatch status so customers never have to chase you.
• Organise spare parts, repairs, replacements and returns.
• Log every interaction properly, so whoever picks it up next has the full picture.
• Flag recurring product or delivery problems so we fix the cause, not just the symptom.
• Turn well-handled problems into happy customers, reviews and testimonials.

Skills

Customer service experience

Written communication

Organisational skills

Proactive initiative

CRM familiarity

Sense of humour

Problem solving

Calm under pressure

Tools

HubSpot

NetSuite

Job description

VERVE Fitness is seeking a Customer Service Representative to own the customer experience from initial contact through to resolution. This office-based role at our Upper Coomera facility offers the chance to support gym equipment customers with professionalism and empathy.

You will manage inbound enquiries by phone, email and web, log interactions, handle warranty claims with the technical team, and keep orders and deliveries on track. A can-do attitude and strong written skills are essential.