Customer Services Operator

Elmo; City of Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Discounted parking

Values-led workplace

Job summary

Orikan is seeking a Customer Services Operator to be a frontline contact for customers and stakeholders seeking support across parking and permit services. You will help customers understand next steps, navigate systems and provide clear, practical guidance in a busy, collaborative team environment.

The role emphasizes accuracy, empathy and service delivery, with opportunities to grow in customer service, technology, local government services and stakeholder support.

Qualifications

• Customer-first mindset and professional phone manner.
• Strong written and verbal communication skills.
• High attention to detail and accurate data entry.
• Ability to stay calm and respectful with distressed or challenging callers.

Responsibilities

• 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.

Skills

Customer-first mindset

Professional phone manner

Written & verbal communication

Attention to detail

Multi-system navigation

Problem-solving

Calm under pressure

Proactive, team-focused

Initiative & reliability

Rotating roster availability

Call centre experience

Job description

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 - fromResidential ePermits toPayStay 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:

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 acrossResidential ePermits andPayStay 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

Desired Skills and Experience

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 acrossa rotating roster: Monday-Saturday, 6am-9pm AEST, andSunday, 8am-8pm AEST
• Previous call centre or customer service experience - highly regarded

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 workplacewhere people work together to deliver great outcomes