Customer Service Officer - Contract Role

Dormakaba International Holding Ag; Sydney; On-site; AUD 54,000 - 69,000; Full time

Benefits offered by this job

Spot recognition vouchers

$2,000 employee referral bonus

Flare discounts across retailers

Job summary

BGIS is seeking a Customer Service Officer to support maintenance requests across a major aviation precinct in Mascot. The role combines on-site client interaction with national operations support, reporting to the Team Leader in Adelaide.

The ideal candidate has on-site customer service experience, familiarity with CMMS platforms, and strong communication skills. This full-time, on-site position offers a structured team environment, standard business hours, and a focus on service excellence.

Qualifications

• Experience in customer service centre, call centre or ops centre.
• Experience using CMMS or service management platforms.
• Strong customer service principles and professional telephone manner.

Responsibilities

• Respond to calls, emails and service requests from clients.
• Log and manage maintenance requests in CMMS.
• Interpret and action requests within service levels and timelines.
• Provide updates on work order progress.
• Liaise with service providers and Facilities Managers to resolve issues.
• Maintain accurate records and customer information.
• Prepare reporting on service levels, KPIs and overdue orders.
• Build relationships with on-site client team and contractors.
• Ensure compliance with BGIS systems and WHS requirements.
• Participate in team meetings and contribute to a supportive environment.

Skills

Customer service

CMMS

MS Office

Call centre

Data entry

Communication

Education

High School Certificate

Certificate IV in Customer Service

Tools

CMMS

Job description

Customer Service Officer – Mascot Airport

Location: Mascot, NSW

Company: BGIS, Aviation Client

Employment Type: Full-Time, Permanent, On-Site

Salary: $60,000 + Superannuation

Hours: Monday to Friday, 10:00am – 6:00pm

We acknowledge the Traditional Custodians of the land on which we work, and pay our respects to Elders past, present and emerging.

About BGIS

BGIS is a global provider of integrated facilities management, delivering innovative and sustainable solutions to clients across various industries. We pride ourselves on our collaborative and inclusive culture, and on maintaining high standards of safety, quality, and service.

Purpose of the Role

BGIS is looking for a Customer Service Officer to support the coordination of maintenance service requests across a major aviation precinct in Mascot. While you'll be based on-site alongside the client and BGIS site team, you'll be part of our National Operations Centre based in Adelaide, reporting to the Team Leader there.

This is a lovely opportunity for someone who enjoys the best of both worlds, connecting daily with people on-site while being supported by a broader national team. You'll be comfortable working across different locations and teams, keeping communication clear and consistent.

The ideal candidate will be warm, organised, and customer‑focused, with call centre or operations centre experience and confidence using CMMS platforms.

Key Responsibilities

• Respond to incoming calls, emails, and service requests from clients and stakeholders.
• Log and manage maintenance requests accurately using CMMS platforms.
• Interpret and action requests within agreed service levels and timeframes.
• Provide timely updates and clear communication on work order progress.
• Liaise with service providers and Facilities Managers to clarify technical issues and support fault resolution.
• Maintain accurate records, customer information, and database entries.
• Prepare reporting on service levels, KPIs, and overdue work orders.
• Build positive relationships with the on‑site client team, contractors, and colleagues.
• Ensure compliance with BGIS systems, procedures, and WHS requirements.
• Participate in team meetings and contribute to a supportive working environment.

Education, Experience & Skills

• Experience working within a customer service centre, call centre, or operations centre environment.
• Experience using CMMS or service management platforms.
• Strong understanding of customer service principles.
• Warm and professional telephone manner, with strong listening and questioning skills.
• High attention to detail and accuracy, including grammar and data entry.
• Proficiency in Microsoft Office including Word, Excel, and Outlook.
• Comfortable adapting to change and managing competing priorities.
• Confident working on‑site with one team while reporting to another location.
• High School Certificate or equivalent.
• Certificate IV in Customer Service or a related qualification.
• Experience dispatching work orders within facilities management, maintenance, or trade services.
• Experience within aviation, property, or a similarly complex operational environment.
• Experience working within KPI‑driven service environments.

Workplace Flexibility

This is a full-time, permanent position based on‑site in Mascot, working Monday to Friday from 10:00am to 6:00pm.

You’ll be embedded with the client and BGIS site teams day to day, while forming part of our National Operations Centre team and enjoying the support and connection that brings.

Why Join BGIS?

Key Benefits Include

• Spot recognition vouchers and $2,000 employee referral bonus.
• Access to Flare for discounts across retailers, energy, utilities & much more!
• Fitness Passport (access for you and your family to gyms and aquatic centres nationwide), employee discounts, and optional yearly paid flu vaccination vouchers.
• FMA Industry Award for Excellence 2025 Finalist.
• RICS 2025 Property / Facilities Management Team of the Year Nominee.
• AFR Best Places to Work 2024 & 2025.
• Winner of Inspiring Workplaces Award 2025.
• Endorsed by Work180 as an employer of choice for women.
• Career progression through secondments & internal mobility.

Equal Opportunity Statement

BGIS is an equal opportunity employer and we warmly encourage applications from women, Aboriginal and Torres Strait Islander peoples, LGBTQ+ individuals, and people from culturally diverse backgrounds.

To be successful in the role, applicants must have full working rights in Australia.

Job Overview

We're looking for a Customer Service Officer to support coordination of maintenance service requests across a major aviation precinct. The role involves both on‑site client interaction and national support from the Operations Centre in Adelaide.

Application Process

Qualified applicants should submit their application through the designated platform or contact the recruitment team directly.