Customer Service Representative

VERVE Fitness; Gold Coast City; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Superannuation

Authority to resolve issues

Product training

Ongoing training

CRM stack HubSpot + NetSuite

Team incentives

Staff discount

Career path

Job summary

VERVE Fitness is seeking a Customer Service Representative to own the customer experience from initial contact through to resolution. This office-based role at our Upper Coomera facility offers the chance to support gym equipment customers with professionalism and empathy.

You will manage inbound enquiries by phone, email and web, log interactions, handle warranty claims with the technical team, and keep orders and deliveries on track. A can-do attitude and strong written skills are essential.

Qualifications

• Experience in customer service, after-sales or a service desk environment.
• Experience handling warranty claims, spare parts or technical products will be Highly Regarded.
• A passion for health and fitness with an understanding of Gym and Fitness Equipment will be Highly Regarded.
• Background in equipment, trades, automotive or anything physical you had to troubleshoot.
• Excellent written and verbal communication skills.
• Excellent computer skills with MS office competency.
• Experience using AI (Claude, Chat GPT, Gemini).
• Enthusiasm, VERVE, and a commitment to giving their very best every day to serve our customers.

Responsibilities

• Respond to all inbound customer enquiries by phone, email and web within our service standards.
• Own warranty claims from first contact through to resolution, working with our technical team.
• Track and communicate order, delivery and dispatch status so customers never have to chase you.
• Organise spare parts, repairs, replacements and returns.
• Log every interaction properly, so whoever picks it up next has the full picture.
• Flag recurring product or delivery problems so we fix the cause, not just the symptom.
• Turn well-handled problems into happy customers, reviews and testimonials.

Skills

Customer service experience

Written communication

Organisational skills

Proactive initiative

CRM familiarity

Sense of humour

Problem solving

Calm under pressure

Tools

HubSpot

NetSuite

Job description

We're hiring a Customer Service Representative who takes it personally when a customer is left waiting.

VERVE Fitness is a fast-growing Australian commercial gym equipment manufacturer, with a modern office selling real products with quality you can stand proud of.

We don't compromise on our products, our service, or the people we hire. If that's how you look after customers too, we want to hear from you.

About You:

Experience in customer service, after-sales support, warranty or a service desk role

Calm with frustrated people — you don't get defensive when someone's had a bad run

You follow through without being chased. If you say Thursday, it happens Thursday

Clear, professional written skills — alot of this job is written communication that has to be right

Organised enough to keep dozens of open issues moving without dropping any

A can-do attitude, hardworking approach, and the ability to make things happen on your own initiative

Confident with CRM tools (HubSpot and NetSuite an advantage) and the standard office software stack

Sense of humour

What is VERVE?

verve

noun

1. great energy and enthusiasm, especially in performance

2. vigour, vitality and liveliness

3. special ability or talent

Sometimes we are taught to seek out compromise. Not us. We don't want you to compromise your health, your performance or your training. We hope you will uncompromisingly push to be your best.

Role Responsibility

Respond to all inbound customer enquiries by phone, email and web within our service standards

Own warranty claims from first contact through to resolution, working with our technical team

Track and communicate order, delivery and dispatch status so customers never have to chase you

Organise spare parts, repairs, replacements and returns

Log every interaction properly, so whoever picks it up next has the full picture

Flag recurring product or delivery problems so we fix the cause, not just the symptom

Turn well-handled problems into happy customers, reviews and testimonials

Desired Experience:

Previous experience in customer service, after-sales or a service desk environment

Experience handling warranty claims, spare parts or technical products will be Highly Regarded

A passion for health and fitness with an understanding of Gym and Fitness Equipment will be Highly Regarded

Background in equipment, trades, automotive or anything physical you had to troubleshoot

Excellent written and verbal communication skills

Excellent computer skills with MS office competency

Experience using AI (Claude, Chat GPT, Gemini)

Enthusiasm, VERVE, and a commitment to giving their very best every day to serve our customers

We are offering a full time position with a competitive salary package including superannuation.

This is an office-based position requiring attendance at our workplace facilities during business hours.

This is a rewarding opportunity for someone who takes pride in looking after people properly and wants to own the customer experience end to end.

What we offer:

Full-time position with a competitive salary package and superannuation

Genuine authority to resolve issues — not a script and an escalation queue

Product training, so you actually know the gear you're supporting

Ongoing training and coaching

A modern CRM stack (HubSpot + NetSuite)

Team incentives and recognition

Staff discount on VERVE product

A clear path into customer success or account management as we grow

Details:

Office-based at our Upper Coomera office during business hours

Monday to Friday, 8-hour shifts

Minimum 2 years customer service or after-sales experience (required)