Customer Service Officer

Zoom Recruitment; Ryde; On-site; AUD 41,000 - 58,000; Full time

Benefits offered by this job

Supportive team environment

Well-established organisation

Job summary

Zoom Recruitment is seeking an experienced Customer Service Officer for our North Ryde NSW client. The role focuses on supporting Homecare customers nationwide, handling sensitive inquiries with empathy and accuracy.

You will manage high-volume inbound calls, assist with orders, coordinate equipment delivery, and work with internal teams to resolve issues promptly. Monday–Friday, with a supportive team environment and strong service expectations.

Qualifications

• Experience in a high-volume inbound customer service or call centre environment.
• Excellent verbal and written communication skills.
• Empathetic and patient approach for sensitive customers.
• Strong problem-solving skills for challenging conversations.
• Excellent attention to detail and accuracy.
• Ability to multitask and manage priorities in a fast-paced setting.
• Strong computer skills and ability to navigate multiple systems.
• Proactive approach with a commitment to outstanding service.
• Ability to work independently and in a supportive team.

Responsibilities

• Handle a high volume of inbound customer calls, providing professional, friendly and empathetic service.
• Assist customers with order placement and enquiries via phone and email.
• Process prescription-based requirements accurately and efficiently.
• Manage customer contract entitlements and associated requirements.
• Coordinate equipment orders, supply arrangements and delivery tracking.
• Respond to customer enquiries and provide clear, tailored solutions in line with company policies and procedures.
• Proactively communicate with customers regarding delayed deliveries and arrange urgent orders where required.
• Manage sensitive customer situations with patience, understanding and discretion.
• Maintain accurate customer records in accordance with Homecare procedures and compliance requirements.
• Work collaboratively with internal teams to ensure customer needs are met and issues are resolved in a timely manner.

Skills

Inbound customer service

Verbal communication

Written communication

Empathy

Problem solving

Attention to detail

Multitasking

Computer skills

Proactive service

Teamwork

Tools

CRM systems

Job description

Customer Service Officer - North Ryde NSW

About the Opportunity

Our client, is seeking experienced and customer-focused Customer Service Representatives to join their busy and growing team in North Ryde.

This is an important customer service role supporting Homecare customer portfolio across Australia. You will be assisting patients, carers, healthcare providers and other stakeholders who rely on Homecare products and services.

The role involves handling a high volume of inbound calls and enquiries, often from customers in sensitive or challenging circumstances. You will need to demonstrate patience, empathy and professionalism while providing accurate information and practical solutions.

Key Responsibilities

• Handle a high volume of inbound customer calls, providing professional, friendly and empathetic service.
• Assist customers with order placement and enquiries via phone and email.
• Process prescription-based requirements accurately and efficiently.
• Manage customer contract entitlements and associated requirements.
• Coordinate equipment orders, supply arrangements and delivery tracking.
• Respond to customer enquiries and provide clear, tailored solutions in line with company policies and procedures.
• Proactively communicate with customers regarding delayed deliveries and arrange urgent orders where required.
• Manage sensitive customer situations with patience, understanding and discretion.
• Maintain accurate customer records in accordance withHomecare procedures and compliance requirements.
• Work collaboratively with internal teams to ensure customer needs are met and issues are resolved in a timely manner.

About You

To be successful in this role, you will demonstrate:

• Previous experience in a high-volume inbound customer service or call centre environment.
• Excellent verbal and written communication skills.
• A naturally empathetic and patient approach, particularly when dealing with sensitive or vulnerable customers.
• Strong problem-solving skills and the ability to manage challenging conversations professionally.
• Excellent attention to detail and a high level of accuracy.
• The ability to multitask and manage competing priorities in a fast-paced environment.
• Strong computer skills and the ability to navigate multiple systems.
• A proactive approach with a genuine commitment to delivering outstanding customer service.
• The ability to work effectively both independently and as part of a supportive team.
• Must undergo a Police Check and Drug and Alcohol Test

What's on Offer?

• $36+ per hour
• Monday to Friday working hours.
• Convenient North Ryde location.
• Supportive team environment.
• Opportunity to work with a well-established and reputable organisation.