Customer Service Pro: Solutions & First-Contact Expert

Wood Enterprises; Brisbane; On-site; AUD 50,000 - 60,000; Full time

Job summary

Wood Enterprises in Brisbane, Australia is seeking a Customer Service Representative to join our team and be the voice of our customers. You will handle inquiries across phone, email and live chat, helping customers resolve issues with a friendly, solutions-oriented approach.

Reporting to the Customer Service Manager, you will collaborate with Sales, Operations and Product Development to provide timely, accurate information and maintain up-to-date customer records.

Qualifications

• Experience in customer service or similar role.
• Excellent verbal and written communication skills.
• Empathetic, patient, and proactive in solving customer issues.
• Ability to manage multiple enquiries and competing priorities.
• Familiarity with customer service systems and processes.

Responsibilities

• Provide friendly, professional, and responsive customer service across phone, email, and live chat where applicable.
• Respond to customer enquiries, service requests, and general support.
• Listen to customers, understand their needs, and provide practical solutions.
• Troubleshoot and resolve issues with a focus on first-contact resolution where possible.
• Manage customer complaints and escalations professionally according to processes.
• Work closely with Sales, Operations and Product Development to resolve customer issues.
• Develop knowledge of products, services, processes and promotions.
• Keep customers informed throughout the resolution of their enquiries or requests.
• Accurately recording customer interactions, enquiries and resolutions in the service system.
• Maintain accurate and up-to-date customer records.
• Identify customer feedback and recurring issues and share insights with the business.
• Contribute ideas to improve customer service processes and overall experience.
• Participate in team meetings, training and other projects as required.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Tools

Microsoft 365

Job description

Wood Enterprises in Brisbane, Australia is seeking a Customer Service Representative to join our team and be the voice of our customers. You will handle inquiries across phone, email and live chat, helping customers resolve issues with a friendly, solutions-oriented approach.

Reporting to the Customer Service Manager, you will collaborate with Sales, Operations and Product Development to provide timely, accurate information and maintain up-to-date customer records.