Customer Service Officer

Holcim Participations (Australia) Pty Ltd; Australia; Remote; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Employee discounts

Wellbeing initiatives

Learning & Development programs

Recognition and service awards

Job summary

Holcim Australia and New Zealand is seeking a Customer Service representative to join the established team, handling inbound enquiries and outbound order confirmations for a diverse client base, from labourers to project managers.

You will process orders accurately, maintain communication with sales and production, escalate issues, and work within the Allocation Procedure Manual. Training provided; prior call centre experience preferred; daytime shifts.

Qualifications

• Previous experience in a call centre environment.
• Ability to enter data accurately.
• Comfortable in a fast-paced environment with 50–100 daily calls.
• Shifts start between 6:00am and 8:30am; hours 6:00am–4:30pm, Mon–Fri.
• Strong written and verbal communication with all stakeholders.
• Excellent problem-solving and conflict resolution skills.
• High attention to detail and proficiency in Google & MS Office.

Responsibilities

• Handle customer enquiries promptly and courteously; advise of delays.
• Process customer orders accurately and timely.
• Maintain regular communication with sales and production staff.
• Escalate issues to the appropriate department/manager.
• Liaise with despatchers to reduce costs while maintaining service levels.
• Adhere to the Allocation Procedure Manual and standards.
• Continually look to improve processes.
• Be the main point of contact for customers and employees.
• Duties may vary with training and skills.

Skills

Call centre experience

Data entry

Phone communication

Shift flexibility

Written/verbal communication

Attention to detail

MS Office

Google Suite

Tools

Google Suite

Microsoft Office

Job description

Holcim is the leading partner for sustainable construction, creating value across the built environment from infrastructure and industry to buildings. Headquartered in Zug, Switzerland, Holcim has more than 45,000 employees in 43 attractive markets - across Europe, Asia Pacific, Latin America, Middle East & Africa. Holcim offers high-valued end-to-end Building Materials and Building Solutions, from foundation and flooring to roofing and walling - powered by premium brands including, ECOPact® low-carbon concrete and ECOPlanet® low-carbon cement.

Holcim Australia and New Zealand is a leading supplier of cement, aggregates, ready-mix concrete, and engineered pre-cast concrete solutions. Our proud history began in 1901 in Australia and 1888 in Aotearoa New Zealand.Holcim is certified as a Top Employer 2026 by the Top Employers Institute, recognising our commitment to creating a workplace where people thrive.

About the role

In this role, you will be joining a well-established team who provide Customer Service support to our fantastic clients. Working in a fun environment you will be dealing with a wide range of people from labourers to project managers which combine inbound enquiries and outbound order confirmations.

Key responsibilities:

• Handle customer enquiries promptly and courteously and advise of any delays
• Process customer orders in an accurate and timely manner
• Maintain regular and effective communication with both sales and production staff
• Escalate any customer issues that you are unable to resolve to the appropriate department/manager
• Liaise with despatchers as necessary to effectively reduce costs whilst maintaining optimum service levels to customers
• Ensure full knowledge and compliance with the Allocation Procedure Manual
• Consistently improve on processes
• Duties may be varied from time to time consistent with the employee's training and skills and such varied duties are to be performed to standards that will be specified as required
• Liaising with the Operation and Scheduling teams to ensure our customer's requirements are understood and met in a timely manner
• Be the main point of contact for customers and employees

Skills and experience required:

• Previous experience in a call centre environment
• Abiity to enter data accurately
• Be comfortable working in a fast-paced environment and be comfortable talking on the phone with customers, often taking 50-100 calls a day
• Available to work shifts starting between 6:00am and 8:30am; Customer Service Centre operating hours are 6:00am to 4:30pm, Monday to Friday.
• Strong written and verbal skills with the ability to clearly communicate openly and effectively with customers and stakeholders at all levels
• Excellent problem-solving & conflict resolution skills are essential
• Have excellent attention to detail & high-level proficiency in Google & MS Office

What's in it for you?

• A range of employee discounts
• Access to mental and physical wellbeing initiatives
• Learning and Development programs as well as career progression
• Recognition and service awards

It would be great if you have experience in concrete, however it's not essential as full training is provided in ordering systems, product knowledge & mixes.

At Holcim we offer an inclusive environment, where our people feel comfortable bringing their authentic self to work. We offer a high-performance workplace empowering problem solvers, creative thinkers and innovators to seek combined perspectives and voice opportunities to go further and faster. Our workplace is a safe environment where individuals can be themselves and where we promote a diverse workforce. We are an equal opportunities employer, making no distinction on the basis of race, national origin, gender, gender identity, sexual orientation, disability or age. People are treated fairly at work - respecting and supporting human rights and non-discrimination. This is rooted in the values and standards set out in the Holcim Code of Ethics.