Customer Service - Internal

Wood Enterprises; Brisbane; On-site; AUD 50,000 - 60,000; Full time

Job summary

Wood Enterprises in Brisbane, Australia is seeking a Customer Service Representative to join our team and be the voice of our customers. You will handle inquiries across phone, email and live chat, helping customers resolve issues with a friendly, solutions-oriented approach.

Reporting to the Customer Service Manager, you will collaborate with Sales, Operations and Product Development to provide timely, accurate information and maintain up-to-date customer records.

Qualifications

• Experience in customer service or similar role.
• Excellent verbal and written communication skills.
• Empathetic, patient, and proactive in solving customer issues.
• Ability to manage multiple enquiries and competing priorities.
• Familiarity with customer service systems and processes.

Responsibilities

• Provide friendly, professional, and responsive customer service across phone, email, and live chat where applicable.
• Respond to customer enquiries, service requests, and general support.
• Listen to customers, understand their needs, and provide practical solutions.
• Troubleshoot and resolve issues with a focus on first-contact resolution where possible.
• Manage customer complaints and escalations professionally according to processes.
• Work closely with Sales, Operations and Product Development to resolve customer issues.
• Develop knowledge of products, services, processes and promotions.
• Keep customers informed throughout the resolution of their enquiries or requests.
• Accurately recording customer interactions, enquiries and resolutions in the service system.
• Maintain accurate and up-to-date customer records.
• Identify customer feedback and recurring issues and share insights with the business.
• Contribute ideas to improve customer service processes and overall experience.
• Participate in team meetings, training and other projects as required.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Tools

Microsoft 365

Job description

Join our team and be the voice of our customers!

Are you a people-focused, solutions-driven customer service professional who enjoys helping customers and solving problems?

We’re looking for an enthusiastic Customer Service Representative to join our team and play a key role in delivering an exceptional customer experience.

Reporting to the Customer Service Manager, you’ll be a valued member of our Customer Service team and an important point of contact for our customers. You’ll have the opportunity to build strong customer relationships, resolve issues and work with teams across the business to ensure our customers receive the support they need.

About the Role

No two days will be the same. You’ll be responsible for supporting customers across phone, email and, where applicable, live chat, responding to enquiries and service requests and ensuring issues are resolved promptly and professionally.

Your key responsibilities will include:

• Providing friendly, professional and responsive customer service across multiple communication channels.
• Responding to customer enquiries, service requests and general support requests.
• Listening to customers, understanding their needs and providing practical solutions.
• Troubleshooting and resolving issues, with a focus on first-contact resolution wherever possible.
• Managing customer complaints and escalations professionally and in line with established processes.
• Working closely with internal teams including Sales, Operations and Product Development to resolve customer issues.
• Developing strong knowledge of our products, services, processes and promotions.
• Keeping customers informed throughout the resolution of their enquiries or service requests.
• Accurately recording customer interactions, enquiries and resolutions in our Purpose-built service system.
• Maintaining accurate and up-to-date customer records.
• Identifying customer feedback and recurring issues and sharing insights with the wider business.
• Contributing ideas to improve our customer service processes, systems and overall customer experience.
• Participating in team meetings, training and other projects as required.

About You

We’re looking for someone who genuinely enjoys helping people and takes pride in providing great customer service.

To be successful in this role, you will have:

• Previous experience in customer service, ideally in a similar role or industry.
• Excellent verbal and written communication skills.
• A friendly, professional and empathetic approach.
• Strong problem-solving skills and the ability to think on your feet.
• The ability to remain calm, patient and positive when dealing with challenging customers or situations.
• Experience using customer service systems and Microsoft 365.
• Strong attention to detail and accurate administration skills.
• The ability to effectively manage multiple enquiries and competing priorities.
• A positive attitude and willingness to learn.
• The ability to work both independently and collaboratively as part of a team.
• Flexibility and adaptability in a fast-paced environment.

What We’re Looking For

Above all, we’re looking for someone who is customer-focused, reliable, approachable and solutions-oriented.

You’ll be someone who doesn’t simply answer a customer’s question but takes ownership of their enquiry and sees it through to a positive outcome.

If you enjoy working with people, solving problems and making a difference to the customer experience, we’d love to hear from you.

Why Join Us?

You’ll be joining a team where customer service is genuinely valued and where your contribution makes a difference. This is an opportunity to build your skills, develop your product and industry knowledge and work collaboratively with people across the business.