Customer Service (Day or Night)

ITSM; Sydney; On-site; AUD 83,000 - 101,000; Full time

Benefits offered by this job

Welcome bonus

20% weekend loading

40 hours weekly

Free onsite gym

Employee Assistance Program

Staff discounts

Job summary

ITSM is recruiting for a full-time Contact Centre role in Sydney. You will handle live chat inquiries, record details accurately, and engage in ongoing training.

The role starts in late November and offers a strong progression path within the company, with hybrid flexibility after settling in. Shift options include Morning, Afternoon and Overnight with competitive pay ($83k–$100.5k per year) plus super and bonuses, plus an onsite gym and comprehensive staff benefits.

Qualifications

• You’re a self-starter with an engaging communication style who is keen to contribute and advance.
• You have strong computer/keyboard skills, grammar and spelling.
• You’re reliable, flexible and have a great work ethic.
• Fluency in additional languages is a bonus but not required.

Responsibilities

• Respond to and follow up on inbound customer enquiries via chat, e-mail or SMS in a timely manner.
• Ensure the accurate recording of customer information, enquiries and follow-up actions.
• Participate in ongoing learning via modular e-learning and facilitated training sessions.
• Demonstrate a thorough knowledge of team and company processes, products and promotions.

Skills

Chat support

Typing skills

Grammar and spelling

Self-starter

Job description

ITSM is an established multi-cultural marketing company in the heart of Darlinghurst. Our Contact Centre seeks to recruit, develop and retain the most talented people based on merit, effort and performance. Our exceptional customer service via live chat (no calls) is not only what sets us apart from our competitors, it is your stepping stone to career development. There is a clear pathway for progression within the Contact Centre itself, plus we have a range of internal departments, including eCommerce, Marketing, Risk Analysis, Compliance and Client Management; all of whom hire mainly from our Contact Centre.

This is a full time work from office role based in Sydney, in our brand new state of the art office, with the possibility to become hybrid once independent.

Available fixed shifts are:

Morning (6am-2pm) 5 days/week -$35.66ph + super/ 83k pa

Afternoon (2pm-10pm) 5 days/week -$35.66ph + super/ 83k pa

Overnight (10pm-8am) 4 nights/week -$43.15ph + super/ 100.5k pa

About You

You’re a self-starter with an engaging communication style who is keen to contribute and advance

You have strong computer/keyboard skills, grammar and spelling

You have a thirst for knowledge and a willingness to take on feedback to succeed

You’re reliable, flexible and have a great work ethic

You can work Full Time and commit for a minimum of 9 months

Nice to have but not a requirement is fluency in any additional language - French, Slovakian and German in particular are advantageous

About the Role

Respond to and follow up on inbound customer enquiries via chat, e-mail or SMS in a timely manner

Ensure the accurate recording of customer information, enquiries and follow-up actions

Participate in ongoing learning via modular e-learning and facilitated training sessions

Demonstrate a thorough knowledge of both team and company processes, products and promotions

What’s in it for You

$1000 welcome bonus, above award pay rate, plus extra $$ for any additional hours worked as well as 20% weekend loading

Guaranteed 40 hours weekly, paid sick/annual leave, paid training, plus a Christmas bonus

Free onsite gym, personal swimming/weights/yoga coaches, and team sports such as basketball, touch footy and soccer

Free and confidential Employee Assistance Program offering psychologists, counsellors, nutritionists and financial coaching

Generous staff discounts including healthcare and travel, catered lunches, free barista coffee, charity involvement, and so much more…

This is a full-time permanent position with a start date on the 23rd November 2026. Working Holiday Visa (WHV) holders who have already secured their 2nd and/or 3rd year of working rights or have a pathway to another substantive visa are welcome to apply.

Annual salary of $83k (Day) or $100.5k(Night) incl. super, plus bonuses on top (not commission or target related) as well as 20% weekend loading. Lots of opportunities for promotion and bigger earnings.

A cover letter highlighting why you would be an ideal fit for the role is highly regarded.

We are planning to offer the position to the successful candidates by the 19th November 2026, after the recruitment process has been completed.

If you need to provide more than1 weeks’ notice, youmay not be able to commit to the start date this time but we strongly encourage you to get in touch with us via email to provide more details about your current employment situation and any arrangements that can be made around it.