Customer Service Advisor

COFF - Miami; Gold Coast City; On-site; AUD 55,000 - 70,000; Full time

Job summary

COFF - Miami is seeking a Customer Service Advisor in Australia (Gold Coast region) to handle inbound calls, explain entitlements, and guide customers through online tasks with calm, clear communication.

You will follow defined processes, update records accurately, and help customers become confident using self-service tools, with shifts across 7 AM–7 PM and rostered Saturday when needed.

Responsibilities

• Take inbound calls from customers and assist with understanding entitlements.
• Guide customers through required steps and use online systems confidently.
• Update information accurately and follow defined procedures.
• Walk customers through online tasks to build digital self-service skills.
• Perform warm transfers to the appropriate team when a query falls outside your scope.

Job description

This role suits someone who enjoys purposeful conversations and takes pride in supporting people during moments that matter.

As a Customer Service Advisor, you will take inbound calls and help customers understand their entitlements, complete required steps, and use online systems with confidence. You will guide callers through processes in a steady and structured way while updating information accurately and following set procedures. The work is consistent and can be fast paced at times, with a strong focus on quality and clear communication.

The role requires ongoing phone based customer contact and careful attention to detail. You will navigate computer systems, switch between programs, and complete typing tasks throughout each shift. You will follow defined processes, retain training information, and apply it consistently to every enquiry. A key part of the role involves helping callers build confidence with digital self service by walking them through online tasks step by step. When an enquiry falls outside your scope, you will complete a warm transfer to the correct team and explain what will happen next so the customer remains supported.

This role requires availability between 7 AM and 7 PM Monday to Friday with a rostered Saturday when needed. You must be able to meet government suitability standards. This includes being an Australian citizen, passing a police check, providing original identification documents for clearance processing, and supplying a recent work reference.

CUSTOMERS MUST NOT HAVE LEAVE PLANNED WITHIN NEXT 6 MONTHS

This opportunity suits people with experience in customer contact roles such as contact centres, retail, hospitality, or community services. It also suits people building a new career path who are confident communicating with customers and comfortable working in a structured environment.

If you want a role where your calm communication and steady problem solving genuinely help people, we encourage you to apply.