Customer Service & Service Desk Support

SMAART Recruitment; Melbourne; On-site; AUD 65,000 - 70,000; Full time

Benefits offered by this job

Training and buddy support

Small, supportive team

Exposure to major enterprise and govt.

Job summary

SMAART Recruitment is partnering with an established Australian telecommunications provider to recruit a Customer Service & Service Desk Support for their Melbourne team. The role involves handling mobile orders and service requests, responding via Salesforce, and coordinating provisioning with Telstra.

We are seeking candidates with customer service or service desk experience, strong communication, and comfort with Microsoft Office.

Qualifications

• Experience in customer service, administration or a service desk environment.
• Comfortable using Microsoft Office and Excel.
• Able to manage multiple requests and take ownership through to resolution.

Responsibilities

• Process mobile orders, activations, SIM replacements and service changes.
• Respond to customer requests through Salesforce, email and telephone.
• Coordinate mobile provisioning and basic troubleshooting.
• Liaise with Telstra and internal teams to resolve customer requests.
• Assist with billing enquiries, account administration and reporting.
• Maintain accurate customer records, spreadsheets and service documentation.
• Help with device preparation, stockroom tasks, packing and dispatch when required.

Skills

Customer service

Administration

Service desk

Communication

Tools

Microsoft Office

Excel

Job description

SMAART Recruitment is partnering with an established Australian telecommunications provider to recruit a Customer Service & Service Desk Support for their Melbourne team.

The role

• Process mobile orders, activations, SIM replacements and service changes
• Respond to customer requests through Salesforce, email and telephone
• Coordinate mobile provisioning and basic troubleshooting
• Liaise with Telstra and internal teams to resolve customer requests
• Assist with billing enquiries, account administration and reporting
• Maintain accurate customer records, spreadsheets and service documentation
• Help with device preparation, stockroom tasks, packing and dispatch when required

We’re looking for someone who is:

• Experienced in customer service, administration or a service desk environment
• Friendly and confident communicating with customers, both verbally and in writing
• Organised, reliable and detail-focused
• Comfortable using Microsoft Office and Excel
• Quick to learn new systems, follow procedures and retain training
• Able to manage multiple requests and take ownership through to resolution
• Comfortable working independently during evening shifts
• Happy to help across a small team

Experience in Telstra retail, mobility provisioning, telecommunications or Salesforce would be highly regarded.

Telecommunications experience is not essential, with training provided to someone who demonstrates strong customer service and administrative skills.

What’s on offer

• $65,000–$70,000 + Super, depending on experience
• Full-time permanent employment
• Established business with more than 40 years in telecommunications
• Small, supportive team
• Training and buddy support
• Exposure to major enterprise and government customers
• Opportunity to move from retail or a contact centre into a corporate environment

Shifts and working arrangements

Monday–Friday shifts rotate across the following Melbourne times:

• 7:30am–3:30pm
• 8:30am–4:30pm
• 10am–6pm
• 1pm–9pm, worked from home

Flexibility to work the rotating roster is essential.

The role also includes paid weekend on-call approximately one weekend in four or five, covering Saturday and Sunday, 9am–5pm. You’ll check tickets from home roughly hourly and action requests as needed, rather than work continuously throughout the day. On-call duties are paid in addition to your normal salary.

If you enjoy helping customers, learning new systems and getting things sorted, we’d love to hear from you.