Customer Service Representative

Cox Purtell Staffing Services; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Cox Purtell Staffing Services seeks a Customer Service Representative for a professional membership organisation in NSW. The role is the first point of contact for external enquiries, handling phone, email, web chat and social media with care, triaging and directing to the right team to ensure swift resolution while keeping members and the public well informed.

Based in Sydney, you will work in a small, busy Customer Experience team, supporting the organisation’s goal of delivering outstanding

Qualifications

• Experience in customer service across multiple channels.
• Strong administrative and organisational skills with ability to manage priorities.
• Proficiency in Microsoft Office and CRM/call routing platforms.
• Excellent verbal and written communication, customer-first approach.
• Ability to work independently and as part of a team in a fast-paced environment.

Responsibilities

• Respond promptly and professionally to enquiries via phone, email, web chat and other channels.
• Triage enquiries by urgency and complexity, routing to the right person or team.
• Communicate messages accurately to manage expectations and resolve issues.
• Maintain accurate records of interactions to support process improvements.
• Provide administrative support including data entry, mailouts and report collation.

Skills

Multichannel support

Communication

Organization

CRM proficiency

MS Office

Tools

CRM platforms

Call routing platforms

MS Office

Job description

This well-respected professional membership organisation represents and supports the legal profession across NSW, delivering a broad range of services to its members and to the public. It is a multi-functional organisation, with Customer Experience operating as their key member engagement function. The Customer Experience team is growing and genuinely busy, but stays small and close-knit, so everyone’s contribution is visible and valued. It is a professional, values-driven environment with a strong reputation.

About the Role

As Customer Service Representative, you will be the first point of contact for external enquiries, handling interactions across phone, email, web chat and social media with professionalism and care. You will triage incoming enquiries based on urgency and complexity, ensuring each one reaches the right person or team quickly and efficiently. This is a hands-on, varied role within a small, busy and growing Customer Experience team, suited to someone who thrives on keeping people informed and supported while juggling competing priorities. You will play a key part in supporting the organisation’s broader goal of delivering an outstanding experience for its members and the public.

Duties

• Respond promptly and professionally to enquiries received by phone, email, web chat and other channels.
• Triage incoming enquiries, assessing urgency and complexity, and route them to the appropriate person or team.
• Communicate messages accurately and promptly to ensure expectations are managed and enquiries resolved efficiently.
• Maintain accurate, detailed records of interactions to support continuous improvement of service processes.
• Provide administrative support, including data entry, mailouts and report collation, to keep the team running smoothly.

Requirements

• Proven experience in a customer service role, ideally handling enquiries across multiple channels.
• Strong administrative and organisational skills, with the ability to manage competing priorities and deadlines.
• Proficiency in Microsoft Office and other relevant software, including CRM and call routing platforms.
• Excellent verbal and written communication skills, with a clear, customer-first approach.
• Ability to work independently and as part of a team in a fast-paced environment.