Customer Service Representative

Ims Group; Gold Coast City; On-site; AUD 52,000 - 66,000; Full time

Benefits offered by this job

KPI bonus

Counselling sessions

Discounts for employees

Company uniforms

Staff training

Job summary

Shred-X is seeking a Customer Service Representative to be the face and voice of the business on the Gold Coast. You will deliver frontline support via phone, email, and online channels, log requests in our CRM, and provide timely service updates.

Join a national leader in secure destruction and sustainable solutions, collaborating with sales and operations to ensure exceptional customer experiences and ongoing client satisfaction.

Qualifications

• Experience in a fast-paced customer service role.
• Clear, professional verbal and written communication.
• Ability to work autonomously or in a team.
• Strong problem-solving and organisation skills.

Responsibilities

• Deliver frontline support via phone, email, and online channels.
• Log and manage service requests in a cloud CRM.
• Resolve customer queries and provide service updates.
• Promote products and services to strengthen relationships.
• Assist Sales and Operations teams as needed.
• Maintain relationships across national teams.
• Contribute to meetings and learning activities.
• Support general admin tasks.

Skills

Customer service experience

Clear communication

Proactive attitude

Reliability

Team player

Phone manners

Microsoft Office

CRM experience

Tools

CRM software

Microsoft Office

Job description

Customer Service Representative – Be the face and voice of a growing national business!

Are you a people-focused problem-solver who thrives in a fast-paced, service-driven environment?Shred-Xis looking forFull-Time Customer Service Representativeswith a passion for helping others, attention to detail, and a professional approach to join our dynamic team.

As part of theFreightways Group, one of Australasia’s leading logistics and information management companies, Shred-X is a national leader in secure destruction and sustainable solutions. We’re seeking a confident, proactive individual who can support both our existing client base and foster strong relationships with new customers.

What You’ll Do

• Deliver high-quality, efficient frontline support via phone (inbound and outbound), email, and online communication.
• Accurately log and manage service requests using our cloud-based CRM.
• Liaise directly with customers to resolve queries and provide service updates.
• Present and promote new products and services to enhance existing relationships.
• Work closely with the Sales team, handling call overflow when needed.
• Collaborate with the Operations/Logistics team to prioritise service routes and ensure timely feedback to clients.
• Build and maintain internal and external relationships across national teams.
• Apply strong problem-solving techniques to proactively address customer needs.
• Keep up to date with CRM systems and actively participate in learning and development.
• Contribute to team meetings, coaching sessions, performance reviews, and workplace safety standards.
• Assist with general administration and support tasks as required.

What You Bring

• Previous customer service experience in a fast-paced environment.
• A strong sense of initiative with the ability to anticipate issues before they arise.
• Clear, professional communication skills — both verbal and written.
• A positive, independent attitude with a passion for delivering exceptional customer service.
• Reliability, integrity, and a mature approach to your work.
• A team player who can also work autonomously and drive customer-focused outcomes.
• A cheerful, confident, and courteous phone manner.
• Proficiency in Microsoft Office and ideally experience using a cloud-based CRM.

Why Join Shred-X?

• Access to personal and professional development opportunities.
• Annual KPI Bonus structure.
• Three free confidential counselling sessions per year, including financial support sessions.
• Great benefits, including employee shopping discounts and a reward & recognition program.
• Supplied company uniforms.
• Work in a supportive, inclusive, and values-driven culture backed by a national brand.
• Be part of a business focused on innovation, sustainability, and client service excellence.

This is an exciting opportunity for someone with excellent communication skills and a passion for organisation, client service, and working in a collaborative, energetic team.

We’re proud to be an equal opportunity employer – diverse backgrounds, experiences, and perspectives are valued here.