Customer Service Operator

Victory Curtains and Blinds; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Friendly team environment

Full training provided

Access to EAP

Career progression opportunities

Ongoing support and training

Job summary

Victory Curtains & Blinds is seeking a Customer Service Operator to join our Customer Contact Centre in Keysborough. The role centers on post-sale service enquiries, product faults, warranty matters and disputes, with end-to-end case management.

You will handle inquiries via phone, email, Freshdesk and CRM, own cases through resolution, and work with internal teams to deliver timely updates and outcomes. Onsite five days a week in a fast-paced environment.

Qualifications

• Proven experience in customer service, contact centre or service coordination.
• Strong verbal and written communication skills.
• The ability to manage difficult conversations with confidence, empathy and professionalism.
• Experience using CRM and ticketing systems.
• Strong organisation and attention to detail.
• Excellent problem-solving skills and a strong sense of ownership.
• The ability to work collaboratively in a fast-paced environment.

Responsibilities

• Manage customer enquiries across phone, email, Freshdesk and CRM.
• Own service and warranty cases from start to resolution.
• Handle disputes, negotiations and refunds per policy.
• Coordinate with Technical, Recovery, Scheduling and other teams to resolve issues.
• Process recovery orders with product specs, measurements and installation needs.
• Provide clear, timely updates on escalated cases.
• Manage workloads, queues and follow-ups to progress cases within timeframes.
• Identify recurring issues and contribute to service delivery improvements.

Skills

Customer service

Communication

Problem-solving

Ownership

Team collaboration

Tools

Freshdesk

CRM systems

Job description

Permanent Full-time | Keysborough | 5 days onsite

Victory Curtains & Blinds is looking for a Customer Service Operator to join our Customer Contact Centre team. This role is focused on supporting customers with post-sale service enquiries, product faults, warranty matters and disputes, while ensuring issues are managed through to resolution.

About the role

• Managing customer enquiries across phone, email, Freshdesk and CRM.
• Taking ownership of service and warranty cases from start to resolution.
• Managing customer concerns, disputes, negotiations, compensation and refunds in line with company policy.
• Coordinating with Technical, Recovery, Scheduling and other internal teams to resolve complex issues.
• Processing customer recovery orders accurately, including product specifications, measurements and installation requirements.
• Managing escalated cases and ensuring customers receive clear and timely updates.
• Managing workloads, queues and follow-ups to ensure cases are progressed within agreed timeframes.
• Identifying recurring issues and contributing to improvements in service delivery.

About you

• Proven experience in customer service, contact centre or service coordination.
• Strong verbal and written communication skills.
• The ability to manage difficult conversations with confidence, empathy and professionalism.
• Experience using CRM and ticketing systems.
• Strong organisation and attention to detail.
• Excellent problem-solving skills and a strong sense of ownership.
• The ability to work collaboratively in a fast-paced environment.

Why Join VCB?

• Friendly and supportive team environment
• Full training provided and opportunities to broaden your customer service skills
• Access to EAP
• Comprehensive training and ongoing support
• Career progression opportunities across a growing business
• Access Employee Assistance Program (EAP)

At VCB, we pride ourselves on delivering quality products and exceptional service. You’ll be joining a supportive team where your customer service skills and sales expertise will make a real impact. If you enjoy solving customer issues, taking ownership and delivering positive outcomes, we’d like to hear from you!

• Our PEOPLE, who are our foundation and a crucial asset to our ongoing success.
• Our CUSTOMERS, who we serve with a level of care and integrity beyond all expectations.
• Our PRODUCTS, which meet and exceed the highest industry standards.
• Our DEDICATION, to winning the hearts of our internal and external customers by continually improving our productivity and offering the very best in service and products.
• Our SOCIAL RESPONSIBILITY, to act with the utmost integrity and be good citizens in the community in which we live and work.

Source: This is an extract from the company's own website

We will achieve this through:

• Our PEOPLE, who are our foundation and a crucial asset to our ongoing success.
• Our CUSTOMERS, who we serve with a level of care and integrity beyond all expectations.
• Our PRODUCTS, which meet and exceed the highest industry standards.
• Our DEDICATION, to winning the hearts of our internal and external customers by continually improving our productivity and offering the very best in service and products.
• Our SOCIAL RESPONSIBILITY, to act with the utmost integrity and be good citizens in the community in which we live and work.

Source: This is an extract from the company's own website

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