Customer Services Operator

Orikan; City of Melbourne; On-site; AUD 52,000 - 64,000; Full time

Job summary

Orikan in Melbourne is seeking a Customer Services Operator to be the first point of contact for customers and stakeholders seeking support across parking and permit services. You will help people understand next steps, navigate systems and resolve enquiries with empathy.

This role suits calm communicators who thrive in a busy environment, value accuracy and compliant interactions, and enjoy helping others feel heard and supported.

Qualifications

• Strong written and verbal communication is essential.
• High attention to detail and accurate data entry.
• Ability to use multiple computer systems.
• Experience in call centre or customer service is preferred.
• Ability to stay calm and respectful with distressed callers.
• Curious, reliable, willing to learn and run with variety.

Responsibilities

• Provide professional, accurate and timely customer support by phone and email.
• Support enquiries across Residential ePermits and PayStay AU & NZ.
• Help customers understand relevant rights, responsibilities and next steps.
• Provide clear, practical guidance to a range of stakeholders, including the public, councils and internal teams.
• Process applications and customer information using internal systems and software.
• Maintain clear case notes, call summaries and customer records in the CRM.
• Escalate complex enquiries when required and work with others to resolve issues.
• Follow procedures while supporting compliance with government laws and client requirements.

Skills

Customer-first mindset

Phone etiquette

Communication skills

Attention to detail

Data entry

Multisystem use

Problem-solving

Calm under pressure

Team player

Initiative

Reliability

Roster flexibility

Job description

Job Type: Permanent - Full Time

Location: Melbourne, Victoria

Job Category: Call Centre and Customer Service

About Orikan

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.

Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.

Job Description

Our Customer Service Team supports essential services that people rely on every day — from Residential ePermits to PayStay Australia & New Zealand, our digital parking payment app. We work with customers, councils and community stakeholders to deliver clear, reliable and practical support when it matters most.

If you’re a calm communicator, a natural problem-solver and someone who enjoys helping people find the right outcome, this could be the role for you.

About The Role

As a Customer Services Operator, you’ll be one of the first points of contact for customers and stakeholders seeking support across Orikan’s parking and permit services.

You’ll help people understand their next steps, navigate systems, resolve enquiries and feel supported — even when the situation is complex or time-sensitive. You’ll work in a busy, collaborative team environment where accuracy, empathy and clear communication make a real difference.

At Orikan, our Customer Service Team is the heartbeat behind three essential services:

• Residential ePermits
• PayStay AU & NZ — our digital parking payment app

We work collaboratively to deliver exceptional outcomes for our customers, all while upholding federal, state, and local government laws and policies. If you thrive on adaptability, multitasking, and proactive problem-solving, this is your kind of workplace.

What You’ll Be Doing

• Provide professional, accurate and timely customer support by phone and email
• Support enquiries across Residential ePermits and PayStay Australia & New Zealand
• Help customers understand relevant rights, responsibilities and next steps
• Provide clear, practical guidance to a range of stakeholders, including members of the public, financial counsellors, council staff and internal teams
• Process applications and customer information using internal systems and software
• Maintain clear case notes, call summaries and customer records in the CRM
• Use multiple systems while staying accurate, organised and customer focused
• Escalate complex enquiries when required and work with others to resolve issues
• Follow formed procedures while supporting compliance with relevant government laws, policies and client requirements

Who We’re Looking For

You’re someone who brings energy, empathy and attention to detail to every interaction.

You don’t need to know everything on day one — but you do need to be curious, reliable, willing to learn and confident working with people and systems. You’ll enjoy this role if you like variety, can stay composed under pressure and take pride in helping customers feel heard and supported.

You’ll Bring

• A customer-first mindset and professional phone manner
• Strong written and verbal communication skills
• High attention to detail and accurate data entry
• Confidence using multiple computer systems at once
• Sound judgement, problem-solving and decision-making skills
• The ability to stay calm and respectful with distressed or challenging callers
• A proactive, team-focused approach
• Initiative, reliability and a positive attitude
• Availability and flexibility to work across a rotating roster: Monday–Saturday, 6am–9pm AEST, and Sunday, 8am–8pm AEST
• Previous call centre or customer service experience — highly regarded

Why join Orikan?

At Orikan, your work contributes to services that support smarter, more liveable communities.

You’ll join a values-led team that cares about customers, works together and supports people to grow. This is a great opportunity to build experience across customer service, technology, local government services and stakeholder support.

What’s In It For You

• Purpose-driven work — support services that help make communities more accessible, connected and easier to navigate
• Career growth — pathways into roles such as 2IC, Team Leader, Correspondence and Client Services
• Supportive team culture — work with a collaborative team that values quality, care and shared success
• Discounted parking at DFO South Wharf
• Values-led workplace where people work together to deliver great outcomes