Vip Luxury Concierge & Bespoke Guest Experiences

Sofitel; Gold Coast City; Vor Ort; AUD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Hourly rates + shift loadings

Earned Wage Access

Ongoing training and development

Discounts on car rentals for employees

Health insurance and gym offers

Zusammenfassung

Sofitel on the Sunshine Coast is seeking a Senior Customer Service Officer to lead escalation handling, coach team members, and drive process improvements. You will manage complex inquiries, mentor staff, and help deliver exceptional service standards across all channels.

The role requires strong communication, problem-solving skills and experience with CRM systems. Join a supportive, high-performing team in a modern office on the Sunshine Coast.

Qualifikationen

• Minimum of 2 years of experience in customer service, with at least 1 year in a supervisory role (preferred).
• Experience handling escalated customer enquiries and using CRM systems.

Aufgaben

• Provide exceptional customer service across phone, email and digital channels.
• Manage escalated customer enquiries and complaints with professionalism and empathy.
• Support and mentor Customer Service Officers within the team.
• Assist with onboarding and training of new team members.
• Monitor service standards and contribute to continuous improvement initiatives.
• Liaise with internal departments to resolve customer issues efficiently.
• Maintain accurate customer records and documentation.
• Contribute to a positive, collaborative and high-performing team environment.

Kenntnisse

Customer service

Communication

CRM experience

Coaching team

Tools

Microsoft Office

Jobbeschreibung

Senior Customer Service Officer – Job Advertisement

About the Role

As a Senior Customer Service Officer, you will act as a key escalation point within the Customer Service team, supporting both customers and team members to deliver high-quality service outcomes.

You will be responsible for managing complex customer enquiries, coaching and supporting team members, assisting with process improvements, and ensuring service standards and KPIs are achieved.

Key Responsibilities

• Provide exceptional customer service across phone, email and digital channels
• Manage escalated customer enquiries and complaints with professionalism and empathy
• Support and mentor Customer Service Officers within the team
• Assist with onboarding and training of new team members
• Monitor service standards and contribute to continuous improvement initiatives
• Liaise with internal departments to resolve customer issues efficiently
• Maintain accurate customer records and documentation
• Contribute to a positive, collaborative and high-performing team environment

About You

• Previous experience in a senior customer service or team support role
• Strong communication and interpersonal skills
• Excellent problem-solving and conflict resolution abilities
• Ability to work in a fast-paced environment and manage competing priorities
• A proactive and solutions-focused mindset
• High attention to detail and strong administrative skills
• Experience using CRM systems and Microsoft Office Suite
• Energy, utilities or contact centre experience will be highly regarded

Why Join LPE?

• Supportive and collaborative team culture
• Career development and growth opportunities
• Modern office environment located on the Sunshine Coast
• Opportunity to work for a growing Australian energy provider
• Employee recognition initiatives and engagement programs
• Make a genuine impact supporting local communities and customers

Benefits and Perks

• Hourly rates + shift loadings + KPI incentives
• Earned Wage Access – access your earned wages instantly between paydays
• Ongoing training and development – utilise our global network’s wealth of knowledge
• Employee and “family & friends” discounts on car rentals
• Access to hundreds of discounts and offers on health insurance, gym memberships, home loans, movie tickets and much more
• Various avenues of assistance are available to help you achieve your career goals via external training programs and professional development courses

Application Requirements

Minimum of 2 years of experience in customer service, with at least 1 year in a supervisory role (preferred).

Experience handling escalated customer complaints and using CRM systems.

Full working rights in Australia required.

Closing Date

Applications close on Tuesday 10 November 2026, at 11:59 pm AEST.