Senior Customer Service Officer - St Mary's

REMONDIS Australia; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

REMONDIS Australia is hiring a Senior Customer Service Officer to lead the CS team and manage day-to-day operations for resident, business and council customers. You will serve as the escalation point for complex enquiries, disputes, credits and Sales Agreement matters in a fast-paced environment.

You will mentor the CS team, work with SLAs, and leverage Salesforce to streamline workflows and resolve issues, while ensuring customers feel supported and valued.

Qualifications

• Experience mentoring a Customer Service team and working with SLAs.
• Ability to coordinate multiple inboxes and manage escalations.

Responsibilities

• Lead and support the Customer Service team on day-to-day operations.
• Resolve complex enquiries, disputes, credits and Sales Agreement matters.
• Supervise workflows and escalated failures; provide frontline coverage.

Tools

Salesforce

Job description

We are hiring for a Senior Customer Service Officer to join our team.

Step into a business that offers invaluable solutions to customers managing their waste and recycling needs. You'll work with resident, business and council customers on a wide range of queries, where you'll work out solutions and ensure they feel well looked after.

The purpose of this role is to provide day-to-day operational leadership and support to the Customer Service team, acting as the first point of escalation for complex enquiries, disputes, credits and Sales Agreement matters.

What you'll be doing

You’ll have prior experience mentoring a Customer Service team, in either a customer care or support role and working with SLAs. Ideally, you’ll be experienced with Salesforce and enjoy working in a busy, supportive team environment.

• Manage Customer Service, IMS and Broker inboxes
• Coordinate carry-over calls and bin services
• Confirm broker run sheets and enquiries
• Review dispute and credit reports
• Allocate and document DocuSign requests and disputes
• Manage customer, Credit and Sales disputes
• Monitor workflows and **escalated** failures
• Support urgent DocuSign and credit requests
• Provide frontline coverage
• Support onboarding and training
• Review and update procedures
• Prepare monthly Stop Trade reviews
• Support DCA and insolvency accounts
• Review GPS and footage findings
• Process purchase orders and report metrics
• Resolve or **escalate** IT and ICT enquiries

Who we are

At REMONDIS, you'll be part of a cleaner, more sustainable future. We provide comprehensive collection, treatment, resource recovery, and disposal services across industrial, commercial, municipal, and mining sectors. We have a strong local presence, and a commitment to making a positive environmental impact.

REMONDIS is an Equal Opportunity Employer, and we invite you to be part of an organization that fosters a diverse workplace. Aboriginal and Torres Strait Islander people are strongly encouraged to apply.