Customer Service Intake Assistant

HRS Talent Solutions; Gold Coast City; Remote; AUD 62,000 - 66,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Intake Assistant for full-time remote work on the Gold Coast, Australia. The role involves reading inbound messages or forms, recording details, identifying request types, and routing complete requests to the appropriate team.

It emphasizes accurate intake and privacy, with newcomers able to learn the categories and flow. The position supports initial service intake rather than final resolutions, and requires comfort with online forms and brief

Qualifications

• Comfort reading messages closely and entering information into online forms.
• Customer service experience is valuable for acknowledging concerns.
• Office administration experience helps keep records accurate and trackable.
• No formal background required; newcomers can learn categories and workflow.

Responsibilities

• Read an assigned email or submitted form in full.
• Find related customer or service record when enough detail is provided.
• Identify request type using employer’s categories.
• Check for essential details like a reference or contact method.
• Ask a focused question when a required fact is missing.
• Open or update the request in the online system.
• Route a complete request to the team responsible for next steps.

Skills

Reading messages closely

Entering information into online forms

Writing short replies

Customer service experience

Office administration experience

Job description

Customer Service Intake Assistant

Customer Service / Request Intake / Remote

Full-time
Compensation: 62,400–65,520 per year

A customer asks for help with a service, but the team needs a clear record before it can act. The Service Request Intake Assistant reads the initial message or online form, identifies the type of request, and records the details supplied. This is the beginning of a service process, not a position that promises a resolution or decides whether a request will be approved.

Receiving a request

• Read an assigned email or submitted form in full.
• Find the related customer or service record when enough detail is provided.
• Identify the request type using the employer’s categories.
• Check for essential details such as a reference or contact method.
• Ask a focused question when a required fact is missing.
• Open or update the request in the assigned online system.
• Route a complete request to the team responsible for next steps.

For example, a message may say that an earlier request has changed. Review the existing record before opening another case. If the change belongs to that case, add the new information where the team can see it. If the message raises a different issue, keep it distinct. This small judgment keeps the queue understandable and avoids making customers repeat their history.

What good intake leaves behind

A reviewer should be able to tell what the customer asked, which details were available, what you requested, and what remains pending. You would not fill gaps with an assumption or rewrite a complaint to make it sound simpler. This work requires careful handling of private information using the employer’s approved tools and instructions.

• A readable summary using the customer’s stated concern.
• The correct status: new, awaiting information, or routed as appropriate.
• Relevant correspondence connected to the same request.
• A visible next owner when a handoff is required.

An intake message can describe two different needs. If one part is a straightforward request and another asks for an exception, capture both without treating the exception as approved. The receiving team should be able to see the customer’s own words and the routine details you checked. If a person adds information later, update the existing case when appropriate and make the addition visible. This is how a clean intake record prevents a second conversation from starting with no context.

A request may contain a practical question and a separate complaint. Record both parts so the next team does not treat a simple acknowledgement as resolution of the whole matter. If a customer supplies a screenshot or document, check that it is attached to the correct case and that the receiving team can open it. An incomplete request can still be acknowledged while a missing detail is sought. You will not promise approval, repair or reimbursement at intake; your record should explain the requested outcome and the next authorised step.

Skills and limits

You should be comfortable reading messages closely, entering information into online forms, and writing short replies. Customer service experience is valuable because you may need to acknowledge a concern without predicting the answer. Office administration experience is valuable because the record needs to be accurate and easy to track. Neither background is required. Newcomers can learn the team’s request categories and workflow after joining.

You will not decide whether a service is covered, authorize an exception, or offer a deadline that has not been confirmed. Questions outside routine intake should go to the appropriate colleague. The ability to recognize that boundary matters more than having used a particular software system.

Working arrangements

• full-time possibilities, with actual hours confirmed for the opening.
• Remote computer-based communication through assigned systems.
• A private home office or suitable workspace for customer details.