Frontline Customer Care: Escalations & Peak Support

Scene to Believe; Willoughby; On-site; AUD 34,000 - 48,000; Full time

Benefits offered by this job

Paid training

Close to public transport

Opportunities for extra shifts

Collaborative team environment

Job summary

Scene to Believe is hiring for a frontline customer support role based in New South Wales. You will manage a high volume of enquiries across multiple channels, escalate where needed, and coordinate with operations and technology teams to restore service.

You will work with a supportive manager and a collaborative team, with paid training and opportunities to pick up extra shifts during peak periods.

Qualifications

• Calm and confident under pressure in fast-paced environment.
• Clear, empathetic communicator across phone and written channels.
• Strong attention to detail when handling bookings and records.
• Willing to learn new systems and follow established processes.
• Reliable and adaptable to peak periods and weekends.

Responsibilities

• Respond to customer enquiries across phone, email and social media.
• First point of escalation for issues and bookings.
• Handle bookings changes and general enquiries efficiently.
• Resolve issues with care and professionalism across channels.
• Maintain clear, friendly, on-brand communication.
• Meet response times and service standards during peaks.
• Manage day-to-day customer issues and resolve where possible.
• Escalate complex or sensitive cases as needed.
• Flag technical disruption impacts through agreed channels.
• Maintain accurate records of interactions.
• Track feedback and common enquiry drivers.

Skills

High volume support

Empathetic communication

Attention to detail

Adaptability

Job description

Scene to Believe is hiring for a frontline customer support role based in New South Wales. You will manage a high volume of enquiries across multiple channels, escalate where needed, and coordinate with operations and technology teams to restore service.

You will work with a supportive manager and a collaborative team, with paid training and opportunities to pick up extra shifts during peak periods.