National Response Centre Operator

TK Elevator; Sydney; Remote; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Training provided

Work-from-home

Flexible shifts

Job summary

TK Elevator Australia is seeking a motivated customer service professional to join our contact hub on a full-time basis. The role features Tuesday to Saturday 2:00pm–10:00pm with work‑from‑home flexibility and initial two‑week training from Monday to Friday.

Responsibilities include handling inbound calls, logging work orders, allocating technicians for lift breakdowns, and maintaining accurate job records while delivering excellent service in high‑pressure situations.

Qualifications

• Experience in customer service or call centres.
• Excellent verbal and written communication skills.
• Ability to handle high‑pressure situations with professionalism.
• Weekend/evening availability aligned to roster.

Responsibilities

• Answer inbound calls from clients, building managers and trapped passengers.
• Make outbound calls for job follow ups and updates.
• Log and complete work orders via email or phone.
• Respond to email inquiries promptly and professionally.
• Allocate technicians for lift breakdowns and emergencies.
• Monitor urgent jobs to ensure safety and timely resolution.
• Coordinate with field staff and internal teams for smooth operations.
• Update job statuses and notes accurately in the system.
• Provide exceptional customer service in high‑pressure situations.
• Follow escalation procedures for unresolved issues.
• Be willing to take extra shifts as needed.

Skills

Customer service

Call center

Communication

Problem solving

Teamwork

Job description

Established in 1996 following the acquisition of City Elevator, TK Elevator Australia, building on the over 200 years of global engineering excellence of our German founding companies Thyssen and Krupp, install, maintain and modernize elevators and escalators in Australia. We have a strong presence in various segments, such as office, education and healthcare sectors, and are committed to making cities the best places to live by being safety and environmentally focused while fostering a strong safety culture.

Our team is seeking a motivated customer service professional with call center experience or equivalent to join our contact hub on a full-time basis. Your ordinary hours of work will be Tuesday, Wednesday, Thursday, Friday & Saturday 2:00pm– 10:00pm- WFH. Some flexibility is expected to cover additional shifts as the team’s back-up. Training is provided to the successful candidate during their first two weeks, Monday to Friday. Training hours may vary depending on operational requirements and rostered staff, so flexibility is required. You will receive comprehensive training and mentoring from a senior operator throughout this period.

Your Responsibilities:

• Answering inbound calls from clients, building managers and trapped passengers
• Making outbound calls for job follow ups and updates
• Logging and completing work orders received via E-Mail or phone
• Responding to E-Mail enquiries in a timely and professional manner
• Allocating technicians to attend lift breakdowns and emergency call outs (including trapped passengers)
• Monitoring and prioritising urgent jobs to ensure safety and complains
• Liaising with field staff and internal departments to ensure smooth coordination
• Updating job statuses and notes accurately in the system
• Providing exceptional customer service in often high-pressure situations
• Following escalation procedures for critical or unresolved issues
• Must be willing to pick up extra shifts or additional hours from time to time when needed

Your Behavioural Requirements:

• Show initiative and be pro-active
• Ability to solve problems and decision making
• Excellent interpersonal skills with impeccable communication, both verbal & written
• An ability to maintain composure under pressure in a demanding environment
• Ability to follow customer issues through to resolution
• Strong organisational and time management skills and results orientation

We value diversity and therefore welcome all applications, irrespective of gender, nationality, ethnic and social background, religion and beliefs, disability, age, or sexual orientation and identity. TKE Australia is an ISO certified Company.