Customer Support Officer

National Tiles; City of Melbourne; On-site; AUD 39,000 - 52,000; Full time

Benefits offered by this job

Superannuation

Benefits

Job summary

National Tiles in Port Melbourne seeks a proactive Customer Support Team Member to join the Order Support team, delivering a seamless experience to Building, Architectural and Retail customers.

You will handle enquiries end-to-end via phone, email and Zendesk tickets, coordinate stock with purchasing and warehouse teams, and resolve delivery issues to ensure the best outcomes for customers.

Qualifications

• Experience in customer service is desirable but not essential.
• Strong communication skills with customers, colleagues and stakeholders at all levels.
• Ability to stay calm and solve problems in a fast-paced environment.

Responsibilities

• Handle customer inquiries end-to-end via phone, email and Zendesk tickets.
• Coordinate stock with purchasing and warehouse teams, updating customers on orders.
• Investigate and resolve order and delivery issues, escalating when needed.
• Deliver a customer-obsessed experience and build trust with customers.

Skills

Customer service

Communication

Problem solving

Teamwork

Tools

Zendesk

Job description

Description

Are you a proactive, customer-focused problem solver who enjoys keeping things moving behind the scenes?

National Tiles is looking for a Customer Support Team Member to join our Order Support team and help deliver a seamless experience for our Building, Architectural and Retail customers. This is an exciting opportunity to join a supportive team based at our Port Melbourne office.

Full-Time, Monday - Friday

33.37/hour + super + benefits

The Role

In this role, you’ll be the key connection point for customer enquiries, order support, delivery updates and issue resolution. You’ll work closely with B2B representatives, retail leaders, distribution teams and business stakeholders to identify concerns early, communicate clearly and support great customer outcomes.

• Managing customer enquiries end-to-end via phone, email and Zendesk tickets, ensuring every query is actioned and closed out in a timely manner.
• Coordinating stock with the purchasing and warehouse teams — tracking arrival dates, allocating stock and proactively updating customers on their orders.
• Investigating and resolving order and delivery issues, escalating where needed to ensure the best outcome for the customer.
• Delivering a customer-obsessed experience on every interaction, going the extra mile to build trust and long-term relationships.

About you

• You bring a professional, confident and customer-first approach.
• You’re highly organised, reliable and able to manage competing priorities.
• You communicate clearly with customers, colleagues and stakeholders at all levels.
• You enjoy working in a team environment and are willing to support others when needed.
• You take initiative, follow through on commitments and stay calm when solving problems.

What we’re looking for

• Experience in customer service for example, retail, customer support or administration is desired but not essential
• A positive attitude, punctuality, confidentiality and a willingness to learn.

Why join National Tiles?

At National Tiles, we’re passionate about our people and creating a workplace where team members can grow, contribute and do great work. You’ll be part of a supportive team that values safety, teamwork, respect, customer obsession and relentless improvement.

Our team members enjoy benefits such as career development opportunities, training, health and wellbeing support, generous staff and family discounts, and a safe and supportive culture.

Our values

• Safe: Safe place, safe space.
• Customer Obsessed: Connect, understand and delight — every time.
• Teamwork: We achieve more when we work together.
• Respect: Treat others as we want to be treated ourselves.
• Relentless Improvement: Challenge the status quo, find the gaps and seize the opportunities.