Customer Support Officer - Correspondence - Casual

I-Kan; Melbourne; On-site; AUD 41,000 - 52,000; Part time

Benefits offered by this job

Flexible casual hours

Comprehensive onboarding and training

Employee recognition programs

Career development opportunities

Job summary

Orikan in Melbourne's Docklands is seeking a Casual Customer Support Officer - Correspondence to help customers navigate enquiries, appeals and infringement matters through thoughtful, professional written communication, ensuring timely and accurate responses.

You will prepare clear replies, investigate information, collaborate with internal teams, and apply policies with sound judgement, while managing a high volume of correspondence and maintaining quality.

Qualifications

• Excellent written communication and attention to detail.
• Strong analytical and problem-solving abilities.
• Experience handling complex or sensitive customer matters professionally.

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.
• Support operational requirements and work collaboratively with leaders and colleagues to achieve team performance goals.

Skills

Written communication

Attention to detail

Analytical thinking

Problem solving

Customer service

Time management

Multisystem literacy

Tools

CRM systems

Case management software

Job description

Job Description

Introduction

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.

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 Casual Customer Support Officer - Correspondence to join our Customer Support team in Docklands. In this role, you'll help customers navigate enquiries, appeals and infringement matters through thoughtful, professional and well-crafted written communication, ensuring every response is timely, accurate and customer-focused.

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

• 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.
• Support operational requirements and work collaboratively with leaders and colleagues to achieve team performance goals.

Skills And Experiences

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.
• Strong analytical and problem-solving abilities.
• Confidence handling complex or sensitive customer matters professionally.
• The ability to interpret and apply policies, procedures and guidelines.
• Excellent organisational and time management skills.
• A calm, resilient and solutions-focused approach.
• Strong computer literacy and confidence working across multiple systems.
• Experience managing customer correspondence in a fast-paced environment.

Desirable Experience

• Experience in customer service, correspondence and/or administration.
• Experience within Local Government, infringement management, customer correspondence or other regulated environments.
• Knowledge of relevant legislation, guidelines and service standards.
• Experience using case management or customer management systems.

What's in it for You?

Docklands, Melbourne - Modern office in the heart of Docklands

Flexible Casual Employment - Casual hours with the opportunity to gain valuable experience within a growing organisation.

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

Career Development Opportunities - Many of our team members progress into permanent customer support, client services and leadership roles.

Supportive Team Culture

• Comprehensive onboarding and training.
• Employee recognition and reward programs.
• Values-led culture that genuinely puts people first.
• Collaborative and supportive team environment.
• Ongoing learning and development opportunities.

Ready to Put Your Communication Skills to Work?

If you're passionate about delivering exceptional customer outcomes, solving complex problems and making a genuine impact through written communication, we'd love to hear from you.