Customer Service Representative

Lotus People; Sydney; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Annual bonus up to 10%

Hybrid work model

Parental leave

Employee assistance program

Pet-friendly office

Team events

Discounts on premium products

Job summary

Lotus People is seeking a customer-focused technical support advisor to assist customers, dealers and installers with product understanding, troubleshooting and recommended solutions.

You will be the go-to product expert, translating complex technical information into simple guidance while working closely with our hybrid team across phone, email and CRM channels. A curiosity-driven mindset and strong problem-solving skills will help you excel in this role.

Qualifications

• Experience in technical support, customer service, trade support or product advisory.
• Curious, practical and motivated by solving problems.
• Able to translate technical info into clear guidance.
• Experience using CRM or similar business systems.

Responsibilities

• Respond to technical enquiries via phone, email and CRM.
• Troubleshoot product and installation issues and propose practical fixes.
• Recommend products based on customer and project needs.
• Guide customers and dealers through product selection, installation and operation.
• Investigate performance concerns and support warranty inquiries.
• Coordinate replacement parts, repairs and corrective actions.

Skills

Technical support

Customer service

Troubleshooting

CRM experience

Attention to detail

Problem solving

Product knowledge

Tools

CRM systems

Job description

About The Company

Join a well-established global organisation known for innovative, high-quality products that improve the way people experience their homes and spaces. With a strong Australian presence, they combine the stability of an international brand with a close-knit local culture where collaboration, customer experience and genuine product expertise are highly valued.

About The Role

Think of this role as the Apple Genius Bar equivalent for the business. You'll become a go-to product expert, helping customers, dealers and installers understand products, troubleshoot issues and find the right solution. It's the perfect blend of customer service and technical problem-solving - ideal for someone curious, practical and genuinely motivated by figuring things out.

Duties

• Respond to technical enquiries across phone, email and CRM
• Troubleshoot product and installation issues and identify practical solutions
• Recommend the right products based on individual customer and project needs
• Guide customers and dealers through product selection, installation and operation
• Investigate product performance concerns and support warranty enquiries
• Coordinate replacement parts, repairs and corrective actions when requiredManage technical cases from initial enquiry right through to resolution
• Identify recurring issues and contribute ideas to improve the customer experience

Skills & Experience

• Experience in technical support, customer service, trade support or product advisory
• A natural problem-solver who enjoys getting to the bottom of an issue
• Strong troubleshooting skills and confidence working with technical information
• Ability to turn technical information into simple, easy-to-understand advice
• Experience working with CRM or similar business systems
• Strong attention to detail and ability to manage cases through to completion
• A curious mindset and genuine interest in becoming a product expert

Benefits

• Annual bonus opportunity of up to 10% of base salary
• Varied role - no two customer problems will be exactly the same
• Hybrid working model with flexibility built into the culture
• Supportive, collaborative and low-ego leadership team
• Extra annual leave day each year
• Paid parental leave for all genders
• Employee assistance program including wellbeing and financial support
• Pet-friendly office environment
• Regular lunch & learns, recognition initiatives and team events
• Discounts on premium products
• Beautiful modern office location close to public transport
• Long-term growth potential within a stable, internationally backed business

Our Recruitment Process

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2-3 business days for an initial phone screen.

Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.

Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.