Customer Service Representative | Full Time or Part Time | Ballarat

Westlab; Ballarat; On-site; AUD 45,000 - 65,000; Full time

Job summary

Westlab is seeking a Customer Service Representative to support customers across phone, email, live chat and other channels from our Ballarat office. The role offers flexible hours (full-time or part-time) and a collaborative, team-focused environment.

Respect for accuracy, strong communication and problem-solving are essential as you assist customers with product, order, delivery and account queries, helping ensure a positive, professional service experience.

Qualifications

• Experience in a contact centre, customer service or similar role.
• Strong written and verbal communication skills.
• Genuine customer-first mindset and willingness to help.
• Ability to manage priorities and follow tasks through to completion.

Responsibilities

• Respond to customer enquiries via phone, email, live chat and other channels
• Provide friendly, accurate and professional support to customers
• Assist customers with product, order, delivery, quote and general account enquiries
• Create, update and follow through customer service tickets and tasks
• Support the quote process and ensure customer information is captured accurately
• Liaise with internal teams to resolve customer questions or issues
• Follow up customer requests to ensure timely resolution
• Maintain accurate customer records in systems
• Identify opportunities to improve customer experience and processes
• Contribute to a positive customer-focused team environment

Skills

Contact centre

Customer service

Communication

Attention to detail

Teamwork

Problem solving

MS Office

Job description

Customer Service Representative | Full Time or Part Time | Ballarat

Customer Service Representative – Full Time or Part Time | Ballarat VIC

Westlab is a leading Australian supplier of laboratory equipment, consumables and scientific solutions, supporting customers across science, education, healthcare and research. With a strong focus on quality, service, innovation and reliable supply, Westlab continues to play an important role in supporting the work of laboratories and scientific teams across Australia and beyond.

We are seeking a Customer Service Representative to join Westlab’s customer service team and provide timely, professional and solutions-focused support to customers across phone, email, live chat and support channels. You’ll be part of a small, supportive team where people are encouraged to ask questions, learn the systems properly and work together to solve customer problems. We will consider both full-time and part-time hours, including arrangements that may suit school hours.

This is primarily an office-based role in Ballarat, as regular in-person collaboration and training are important to supporting our customers well. We are happy to have a conversation about flexibility that supports both the successful candidate and the needs of the team.

About the Role

Reporting to the Customer Service Manager, the Customer Service Representative will support the daily operations of Westlab’s customer service function by responding to customer enquiries, processing requests, following up issues and helping ensure customers receive a reliable and professional experience.

This role requires strong communication, attention to detail, practical problem-solving and a genuine commitment to helping customers. You will work closely with the customer service team and other departments to answer enquiries, support order and quote processes, follow through customer issues and contribute to a positive customer experience.

Key responsibilities will include:

• Responding to customer enquiries via phone, email, live chat and support channels
• Providing friendly, accurate and professional support to customers
• Assisting customers with product, order, delivery, quote and general account enquiries
• Creating, updating and following through customer service tickets and tasks
• Supporting the quote process and ensuring customer information is captured accurately
• Liaising with internal teams to resolve customer questions or issues
• Following up customer requests to ensure timely and complete resolution
• Maintaining accurate customer records in business systems
• Identifying opportunities to improve customer experience and internal processes
• Contributing to a positive, supportive and customer-focused team environment

What We’re Looking For

The ideal candidate will be a confident and capable customer service professional who takes ownership, communicates clearly and enjoys helping customers find the right outcome.

You will bring:

• Experience in a contact centre, customer service, administration, retail, sales support or similar role
• Strong written and verbal communication skills
• A genuine customer-first mindset and willingness to help
• Strong attention to detail and accuracy when entering information
• The ability to manage competing priorities and follow tasks through to completionA calm, professional approach when handling customer questions or concerns
• Confidence using computer systems, email and customer management tools
• A practical problem-solving mindset
• A positive attitude and willingness to learn about Westlab’s products, customers and processes

This role will suit someone who enjoys helping people, solving problems, learning new systems and being part of a team that takes pride in delivering reliable and professional customer service.

About Westlab

Westlab have been supporting the scientific and medical community since 1993, providing laboratory equipment, consumables, healthcare products and laboratory solutions to customers across a range of industries. Their work supports laboratories, educators, healthcare professionals, researchers and organisations where accuracy, reliability and timely supply are critical.

Westlab’s broader vision is centred on enabling discovery. Through trusted service, quality products, efficient supply and ongoing innovation, Westlab aims to support customers in doing their best work and achieving better outcomes in science, healthcare and research.

Why Join Westlab?

This is an opportunity to join a respected and growing Australian business in a hands‑on customer service role where your work directly supports customers and contributes to a strong service experience.

You will have the opportunity to:

• Be part of an important customer-facing team within the business
• Work in a structured and professional environment with clear expectations
• Build knowledge across a specialised and meaningful industry
• Support customers across science, education, healthcare and research
• Contribute to a business that values reliability, quality, innovation and continuous improvement
• Work with a team focused on doing things properly and delivering high standards
• Develop your customer service capability in a supportive team environment

For the right person, this role offers variety, learning and the opportunity to make a meaningful contribution to Westlab’s customer service experience.

For questions about the role, please contact Kylie Moxon, Customer Service Manager, at ***********@westlab.com.au.

Applications close 20 September 2026; however, we may commence shortlisting or interviews prior to this date.