Customer Service Representative

Cox Purtell; Sydney; On-site; AUD 65,000 - 79,000; Full time

Job summary

Cox Purtell in Sydney is seeking a dedicated Customer Service Representative to manage inquiries across phone, email, web chat and social channels. You will triage, route to the right teams and maintain accurate records to support service improvements.

The role is full-time, permanent, based in Sydney CBD in-office, offering a salary of AU$72k plus super and a collaborative, fast-paced environment that values clear communication and teamwork.

Qualifications

• Proven experience in a customer service role 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.
• Ability to work independently and as part of a team.

Responsibilities

• 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.

Skills

Customer service

Administrative

Communication

Teamwork

Multichannel support

Tools

Microsoft Office

CRM

Call routing platforms

Job description

Customer Service Representative
Full-time | Permanent
Sydney CBD – In-office role
Salary: $72k + Super

About the Organisation

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.