Customer Service Officer

Elements Recruitment; Sydney; Hybrid; AUD 52,000 - 66,000; Full time

Job summary

Elements Recruitment client is seeking an Online Customer Service Agent to join their Customer Experience team on a temporary basis.

The role handles customer enquiries across phone and online channels, with around 20 inbound calls and 60 tickets per day, taking ownership from start to finish and updating the CRM.

Hybrid role with Monday–Friday hours and occasional weekend shifts; you’ll work to help customers and resolve issues.

Qualifications

• Previous experience in customer service, contact centre, retail or FMCG.
• Strong written and verbal communication skills.
• Calm, professional and customer-focused approach.
• Confidence managing multiple enquiries and priorities at once.
• Good problem-solving and ownership of customer issues.
• Strong attention to detail and accuracy.

Responsibilities

• Handle approx 20 inbound calls and 60 tickets daily across phone and online channels.
• Take ownership of customer issues from initial enquiry to resolution.
• Liaise with internal teams and keep customers informed throughout the process.
• Maintain accurate notes and progress/close cases in the CRM.

Skills

Customer service

Communication skills

Multitasking

Zendesk

Attention to detail

Tools

Zendesk

Job description

Customer Service Officer

Start Date: 21 September | Hybrid | Inbound Customer Support

Are you an experienced customer service professional who enjoys solving problems, helping customers and taking ownership of an enquiry from start to finish?

We’re partnering with a growing consumer business looking for an experienced Online Customer Service Agent to join their Customer Experience team on a temporary basis.

This is a busy, varied role supporting customers across phone and online channels.

The role

You’ll be part of a collaborative customer experience team managing approximately 20 inbound calls and 60 customer service tickets per day, helping customers with enquiries relating to:

• Orders and deliveries
• Account and subscription enquiries
• Product and service questions
• Delivery or fulfilment issues
• General customer support
• Email, live chat and digital enquiries

You’ll take ownership of customer issues from initial enquiry through to resolution, liaising with internal teams where required and keeping customers informed along the way.

You’ll also be responsible for maintaining accurate notes and progressing and closing customer cases within the CRM.

About you

We’re looking for someone who brings:

• Previous experience in customer service, contact centre, retail or FMCG
• Strong written and verbal communication skills
• A calm, professional and customer-focused approach
• Confidence managing multiple enquiries and priorities at once
• Good problem-solving skills and the ability to take ownership of customer issues
• Strong attention to detail
• Experience using Zendesk would be highly regarded, although experience with a similar CRM or ticketing platform will also be considered

Hours

This role offers some flexibility while still being predominantly office based:

• Monday to Friday
• Two 10am–6pm shifts every second week
• Every second week either Saturday or Sunday

This is a great opportunity if you enjoy being busy, like variety and want a role where you can genuinely help customers rather than simply work through a call queue. You’ll join a supportive customer experience team within a fast-paced business where customer service is genuinely important and where you’ll have the opportunity to work across phone, email and digital channels.