Senior Customer Service Officer - St Mary's

Remondis; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Remondis Australia in Sydney is seeking a Senior Customer Service Officer to lead day-to-day operations within the Customer Service team, acting as the first point of escalation for complex enquiries, disputes, credits and Sales Agreement matters. You will mentor the Customer Service team, work with SLAs, and preferably have experience with Salesforce.

The role covers managing inboxes, reviewing disputes, coordinating DocuSign requests, onboarding and training, and driving procedural

Qualifications

• Prior experience mentoring a Customer Service team, in either a customer care or support role and working with SLAs.

Responsibilities

• 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 escalates 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 escalates IT and ICT enquiries.

Skills

Customer service leadership

Mentoring

SLAs

Salesforce

DocuSign

Tools

Salesforce

DocuSign

Job description

Senior Customer Service Officer - St Mary\'s

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 escalates 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 escalates 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.