Customer Service Officer

SG Fleet; Canberra; On-site; AUD 65,000 - 85,000; Full time

Job summary

SG Fleet in Canberra is seeking a customer-focused professional to manage a portfolio alongside the Relationship Manager. You will act as the primary day-to-day contact for clients, resolving requests promptly and identifying opportunities to renew and upsell while driving cost efficiencies across fleet services.

Responsibilities include monitoring fleet performance, preparing quotes within SLA, and supporting ongoing account planning.

Qualifications

• Experience in a customer service role.
• Strong commercial awareness and business acumen.
• Excellent organisation and prioritisation skills, with ability to meet deadlines.
• Strong written and verbal communication, including active listening.
• Effective problem-solving and analytical skills.
• Proficient in Microsoft Office (Excel, Word).
• High attention to detail.
• Fleet management knowledge (desirable).

Responsibilities

• Manage a portfolio alongside the Relationship Manager, delivering high-quality fleet services.
• Act as the primary day-to-day client contact, ensuring timely resolution of all requests.
• Identify growth opportunities, support renewals, and drive upsell initiatives.
• Monitor fleet performance (utilisation, servicing, fuel) to optimise costs and outcomes.
• Prepare accurate quotes within SLA timeframes and track outcomes.
• Manage vehicle terminations and restructures in line with best practice.
• Ensure KPIs and contractual obligations are consistently met or exceeded.
• Build strong client relationships to support revenue growth and account planning.
• Collaborate with internal teams to achieve shared business objectives.

Skills

Customer service

Commercial awareness

Organization

Communication

Problem solving

MS Office

Attention to detail

Fleet management

Tools

Microsoft Office

Job description

We are a financial services company that specializes in fleet management, vehicle leasing and salary packaging, with a presence across Australia, the UK and NZ. A total portfolio under management of $2.5 Billion and over 1100 employees.

https://www.sgfleet.com/au/about-us/careers

This position is responsible for being the first point of contact for all customer requests. The role is also responsible for pro-actively managing and reviewing the portfolio of customers allocated and seek opportunities to maximise business renewal and organic growth. It supports Relationship Managers to review and administer the portfolio of customers through delivery of outstanding customer service and demonstrating an understanding of the customers’ needs.

What you'll be doing

• Manage a portfolio alongside the Relationship Manager, delivering high-quality fleet services
• Act as the primary day-to-day client contact, ensuring timely resolution of all requests
• Identify growth opportunities, support renewals, and drive upsell initiatives
• Monitor fleet performance (utilisation, servicing, fuel) to optimise costs and outcomes
• Prepare accurate quotes within SLA timeframes and track outcomes
• Manage vehicle terminations and restructures in line with best practice
• Ensure KPIs and contractual obligations are consistently met or exceeded
• Build strong client relationships to support revenue growth and account planning
• Collaborate with internal teams to achieve shared business objectives

Skills and experience

• Experience in a customer service role
• Strong commercial awareness and business acumen
• Excellent organisation and prioritisation skills, with ability to meet deadlines
• Strong written and verbal communication, including active listening
• Effective problem-solving and analytical skills
• Proficient in Microsoft Office (Excel, Word)
• High attention to detail
• Fleet management knowledge (desirable)

About you

• Professional communicator with strong planning and foresight
• Excellent time management and ability to meet deadlines
• High level of discretion and professionalism
• Collaborative, adaptable, and approachable team player
• Takes ownership of delivering high-quality, innovative work