Digital Support Specialist

Coates Hire Operations Pty Limited; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Coates Hire Operations Pty Limited is seeking a Digital Support Specialist in Mascot, Sydney, to progress digital inquiries, support revenue conversion, and deliver an exceptional customer experience. You will gain training and have opportunities to evolve into a specialist workflow owner using AI-enabled tools.

The role is a permanent full-time position, Monday–Friday with start times at 7:00am, 8:00am, or 9:00am.

Qualifications

• Experience in customer service, sales support, or related roles.
• Strong verbal and written communication.
• Experience using CRM, ticketing or case management systems.
• Ability to work in a fast-paced environment and meet SLAs.

Responsibilities

• Review inbound enquiries, determine the appropriate next action, and progress work within agreed service levels.
• Prepare information required for quoting, routing, customer follow-up, and case management activities.
• Professionally engage with customers to confirm requirements, clarify information, and maintain momentum throughout the sales process.
• Collaborate closely with branch and commercial teams to improve accountability, follow-up effectiveness, and opportunity progression.
• Maintain accurate notes, statuses, and CRM records to ensure high-quality data and case management standards.
• Identify process blockers, recurring issues, delays, and opportunities for automation and continuous improvement. Utilise AI tools, templates, and assisted workflows effectively while maintaining sound judgement and quality control.
• Comply with all company policies, procedures, and safety requirements.
• Undertake additional duties aligned with your skills and experience.

Skills

Customer service

Sales support

CRM

Attention to detail

Communication

Tools

CRM systems

Ticketing systems

Case management

Job description

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The next step in your career starts here..

• Permanent full-time position
• Monday to Friday, no weekends
• 7:00am, 8:00am or 9:00am start times available
• Mascot Location

As a Digital Support Specialist, you will play a key role in progressing digital enquiries efficiently and accurately, supporting revenue conversion, and delivering an exceptional customer experience. You will also have the opportunity to develop into a specialist workflow owner, leveraging AI-enabled tools and technology to drive operational excellence.

Key Accountabilities

• Review inbound enquiries, determine the appropriate next action, and progress work within agreed service levels.
• Prepare information required for quoting, routing, customer follow-up, and case management activities.
• Professionally engage with customers to confirm requirements, clarify information, and maintain momentum throughout the sales process.
• Collaborate closely with branch and commercial teams to improve accountability, follow-up effectiveness, and opportunity progression.
• Maintain accurate notes, statuses, and CRM records to ensure high-quality data and case management standards.
• Identify process blockers, recurring issues, delays, and opportunities for automation and continuous improvement.Utilise AI tools, templates, and assisted workflows effectively while maintaining sound judgement and quality control.
• Comply with all company policies, procedures, and safety requirements.
• Undertake additional duties aligned with your skills and experience.

Prior to supporting customers, you will receive comprehensive training to equip you with the knowledge and confidence to deliver a seamless customer experience.

What You'll Bring

We are looking for someone with a background in trades, construction, or a related industry who can bring valuable industry knowledge and understanding to our customers.

• Experience in customer service, sales support, inside sales, contact centre, or operational support roles.
• Strong verbal and written communication skills, with the ability to manage customer interactions professionally and confidently.
• Experience using CRM, ticketing, or case management systems with a high level of accuracy and attention to detail.
• Ability to prioritise workloads, meet service level agreements, follow established processes, and perform in a fast-paced environment.
• A proactive mindset with a willingness to embrace technology and AI-assisted ways of working.

At Coates, we know that people, organisations and communities thrive when everyone feels valued and included.

Diversity and inclusion are at the heart of our culture. Coates welcomes candidates from all backgrounds, experiences and perspectives to apply.