Customer Support Officer

STEPS Inc.; Cairns Regional; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Not-for-Profit Salary Packaging

Employee wellbeing programs

Employee Assistance Program (EAP)

Collaborative team environment

Job summary

STEPS Inc. in Cairns City is seeking a Customer Support Officer to greet visitors, handle enquiries, support enrolments and keep site administration running smoothly.

You’ll manage phone and email communications, maintain accurate records, and support a positive site culture while meeting compliance requirements.

This full-time, fixed-period role offers meaningful community work, not-for-profit salary packaging and a supportive team in a fast-paced environment.

Qualifications

• Experience in customer service, administration or reception.
• Outstanding communication and interpersonal skills.
• Strong organisational and time management abilities.
• High attention to detail.
• Confidence using Microsoft Office and business systems.
• A positive, adaptable and customer-focused approach.
• The ability to remain calm and professional in challenging situations.

Responsibilities

• Deliver exceptional customer service to participants, stakeholders and visitors.
• Respond to enquiries via phone, email and face-to-face interactions.
• Support participant enrolment and onboarding processes.
• Maintain accurate records and data entry across internal systems.
• Ensure student files and documentation remain compliant and audit-ready.
• Liaise with internal teams to support seamless service delivery.
• Assist with site presentation, administration and office coordination.
• Resolve and escape customer issues appropriately while ensuring follow-through.
• Contribute to continuous improvement initiatives and site culture.

Skills

Customer service

Administration

Reception

Organisational skills

Time management

Attention to detail

MS Office

Customer-focused

Job description

Customer Support Officer | Cairns City |Full Time | Specific Period up to 30/06/2028

At STEPS, we believe in empowering individuals through education, training and employment pathways. As our Customer Support Officer (CSO), you'll be the first point of contact for participants, visitors and stakeholders, creating a welcoming and professional experience while ensuring our site administration runs smoothly and efficiently.

About the Role

As the face of STEPS, you'll greet visitors, respond to enquiries, support enrolments, manage phone and email communications, and provide vital administrative support to our site team. This is a varied role where no two days are the same, requiring someone who thrives in a fast-paced environment and enjoys helping people.

You'll play a key role in ensuring participants feel valued and supported while maintaining accurate records, meeting compliance requirements, and contributing to a positive site culture.

Key Responsibilities

• Deliver exceptional customer service to participants, stakeholders and visitors.
• Respond to enquiries via phone, email and face-to-face interactions.
• Support participant enrolment and onboarding processes.
• Maintain accurate records and data entry across internal systems.
• Ensure student files and documentation remain compliant and audit-ready.
• Liaise with internal teams to support seamless service delivery.
• Assist with site presentation, administration and office coordination.
• Resolve and escape customer issues appropriately while ensuring follow-through.
• Contribute to continuous improvement initiatives and site culture.

About You

You thrive on helping people and take pride in creating positive customer experiences. You are organised, proactive and can manage competing priorities while maintaining a high level of accuracy.

You’ll bring:

• Experience in customer service, administration or reception.
• Outstanding communication and interpersonal skills.
• Strong organisational and time management abilities.
• High attention to detail.
• Confidence using Microsoft Office and business systems.
• A positive, adaptable and customer-focused approach.
• The ability to remain calm and professional in challenging situations.

Why Join STEPS?

• Meaningful work that positively impacts the community
• Access to Not-for-Profit Salary Packaging benefits, helping you increase your take-home pay.
• Employee wellbeing initiatives and access to Employee Assistance Program (EAP).
• Supportive and collaborative team environment.
• A diverse, fast-paced role where no two days are the same.

Mandatory Requirements

• Working with Children Check (Blue Card)
• National Criminal History Check.
• Provide evidence of work rights in Australia