Customer Support Officer - Correspondence

Orikan Group; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Modern Docklands office

Flexible work after probation

Ongoing training and career progress

Job summary

Orikan is seeking a Customer Support Officer - Correspondence to join our Docklands team in Melbourne. You will craft clear, professional written responses to inquiries, navigate appeals and infringement matters, and ensure timely, accurate communication with customers across Australia and New Zealand.

You'll investigate cases, apply relevant legislation and collaborate with stakeholders to deliver compliant outcomes while maintaining high-quality standards in a fast-paced environment.

Qualifications

• Exceptional written communication skills and attention to detail.
• Confident handling of complex or sensitive customer matters.
• Strong analytical and problem-solving abilities.

Responsibilities

• Prepare clear, professional and empathetic written responses to customer enquiries, appeals and complaints.
• Investigate information and assess cases to make informed and compliant decisions.
• Collaborate with internal stakeholders to resolve customer issues and achieve positive outcomes.
• Apply legislation, policies and procedures with accuracy and sound judgement.
• Manage a high volume of correspondence while maintaining exceptional quality standards.
• Demonstrate flexibility and collaboration with team leaders and managers to meet contractual KPIs and operational business requirements.

Skills

Written communication

Attention to detail

Analytical thinking

Policy interpretation

Time management

Calm under pressure

Team collaboration

High-volume correspondence

Local Government experience

Infringement management

Legislation knowledge

Case management platforms

Tools

Infringement management platforms

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

Make an Impact with Every Response

Are you a skilled communicator who can turn complex situations into clear, customer-focused outcomes?

At Orikan, we're looking for a Customer Support Officer - Correspondence to join our Customer Support team in Docklands. In this role, you'll be at the heart of helping customers navigate enquiries, appeals and infringement matters through thoughtful, professional and well-crafted written communication, ensuring timely and accurate responses.

If you have exceptional attention to detail, enjoy investigating issues, and take pride in delivering outstanding customer experiences, we'd love to hear from you.

What You'll Be Doing

As a key member of our Customer Support team, you'll:

• Prepare clear, professional and empathetic written responses to customer enquiries, appeals and complaints.
• Investigate information and assess cases to make informed and compliant decisions.
• Collaborate with internal stakeholders to resolve customer issues and achieve positive outcomes.
• Apply legislation, policies and procedures with accuracy and sound judgement.
• Manage a high volume of correspondence while maintaining exceptional quality standards
• Demonstrate flexibility and collaboration, working closely with team leaders and managers to meet contractual KPIs and operational business requirements.

Desired Skills and Experience

What Will Make You Successful?

We're looking for someone who combines strong writing skills with critical thinking and excellent customer service.

You’ll bring:

• Exceptional written communication skills and attention to detail.
• Confidence handling complex or sensitive customer matters professionally.
• Strong analytical and problem-solving abilities.
• The ability to interpret guidelines, policies and legislation.
• Excellent time management and organisational skills.
• A calm, resilient and solutions-focused approach.
• A collaborative mindset and willingness to support your team.
• Experience managing customer correspondence in a high-volume environment.
• Experience within Local Government, infringement management, customer correspondence or regulated industries.
• Knowledge of relevant legislation, guidelines and service standards.
• Experience with infringement management systems or case management platforms.

What's in it for You?

Docklands, Melbourne – Modern office in the heart of Docklands

Purpose-Driven Work – Help create more liveable communities through smarter mobility, parking compliance and equitable access to public spaces

Career Growth Opportunities – Grow your career with pathways into:

• 2IC roles
• Team Leader positions
• Correspondence & Client Services roles
• Employee recognition and reward program
• Values-led culture that genuinely puts people first
• Collaborative and supportive team environment
• Flexible work arrangements available following successful completion of probation
• Ongoing training, development and career progression opportunities

Ready to put your communication skills to work and make a real impact?

If you're passionate about delivering exceptional customer outcomes, solving complex problems and being part of a supportive team, we'd love to hear from you.

Apply today and join Orikan in building smarter cities and stronger communities across Australia and New Zealand