Customer Service Representative

Protecta; City of Hume; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Profit share bonus

Bonusly program

RDO program

EAP

Job summary

Protecta Group, an Australian family-owned business, is seeking a Customer First Ambassador to join the Customer Service team in Tullamarine, VIC. You will build strong customer relationships, offer product advice, prepare quotes and process orders to support positive sales outcomes.

You’ll work with project-based and trade customers, manage inquiries across channels, and collaborate with sales and operations to deliver a seamless customer experience.

Qualifications

• Minimum experience in customer service, internal sales or sales support.
• Experience working in a product-based environment; construction or related industries is a plus.
• Strong communication and relationship-building skills.
• Genuine interest in understanding customer needs and finding solutions.
• Ability to manage multiple priorities and maintain accuracy.
• Proactive follow-up with customers and opportunities.

Responsibilities

• Manage inbound customer enquiries across phone, email, web and trade counter.
• Build strong customer relationships with responsive, knowledgeable service.
• Understand customer requirements and recommend products and solutions.
• Prepare quotes, process orders and follow up opportunities to keep sales moving.
• Proactively contact new leads to grow customer relationships.
• Identify opportunities to upsell and cross-sell relevant products.

Skills

Customer service

Relationship building

Communication

Attention to detail

CRM experience

MS Office

Tools

NetSuite

ERP systems

Microsoft Office

Job description

Protecta Group is a proudly family owned, Australian business specialising in a niche range of temporary protection products and solutions. Since our establishment 20 years ago, we’ve experienced exceptional growth, particularly over the past decade and we have strong plans in place to ensure this momentum continues well into the future.

At Protecta, we know that our people are our greatest asset and our most valuable competitive advantage. Our values are more than just words. They define who we are and how we work every day. We’re making it easy for our customers, maximising every opportunity, helping people thrive, and consistently delivering beyond expectations. This mindset shapes our collaborative, supportive, culture and drives the exceptional experiences we create for both our customers and our team. Joining Protecta means being part of a company where your contributions are truly valued and your growth is supported.

Job Description

About the Role

At Protecta, we’re focused on providing practical, responsive service and making sure our customers get the right support, products and solutions.

We’re looking for a Customer First Ambassador to join our Customer Service team, based in Tullamarine, VIC. This role is suited to someone who enjoys building relationships, solving problems and identifying opportunities to help customers while contributing to positive sales outcomes and supporting the wider team.

You’ll work with a mix of project-based customers, trade customers and new enquiries, providing product advice, preparing quotes, processing orders and following opportunities through from enquiry to completion.

What you’ll be doing

• Manage inbound customer enquiries across phone, email, web and our trade counter.
• Build strong customer relationships and provide responsive, knowledgeable service.
• Understand customer requirements and recommend the right products and solutions.
• Prepare quotes, process orders and follow up opportunities to keep sales moving.
• Proactively contact new leads and identify opportunities to grow customer relationships.
• Identify opportunities to upsell and cross-sell relevant products and solutions.
• Keep customers updated throughout the order and delivery process.
• Follow up freight and delivery enquiries to help resolve issues quickly.
• Accurately record customer interactions, opportunities and activities in our CRM.
• Work closely with the wider sales and operations teams to deliver a seamless customer experience.
  

Desired Skills and Experience

What we’re looking for

• Previous experience in customer service, internal sales, sales support or a similar role.
• Experience working in a product-based environment; construction or related industries would be highly regarded.
• Strong communication and relationship-building skills.
• A genuine interest in understanding customer needs and finding solutions.
• Strong attention to detail and the ability to manage multiple priorities.
• Experience using CRM and ERP systems (NetSuite experience is highly regarded).
• Good working knowledge of Microsoft Office, including Outlook, Word and Excel.
• A proactive approach to following up customers and opportunities.
• Strong problem-solving skills and a practical, can-do attitude.
• The ability to work independently while being a collaborative team player.
  

What do we offer?

• An opportunity to be part of a supportive and growing Australian family business that values its employees.
• A competitive remuneration package + super
• Inclusion in our uncapped profit share bonus program (GBS) after successful completion of probationary period.
• Recognition for your contributions through our Bonusly program.
• Full-time role – Monday to Friday.
• Optional Rostered Day Off (RDO) program, with the opportunity to accrue time for a paid day off each month.
• Access to our Employee Assistance Program (EAP) for confidential support and wellbeing.
• A warm team environment with regular culture and engagement initiatives.