Customer Service Officer
$65,000–$65,000 year
HybridParramatta, New South Wales, Australia
Job Summary
Respond to incoming calls, emails, and service requests from clients and stakeholders. Log maintenance requests and work orders using CMMS platforms, providing timely updates on service progress. Coordinate with Facilities Managers, maintenance teams, and contractors to support service delivery outcomes while maintaining accurate customer and work order records. Monitor requests within required service level timeframes and liaise with technical teams to clarify maintenance requirements. Assist with reporting, documentation, and administrative activities while ensuring compliance with company procedures and contractual obligations. Foster positive relationships with clients, suppliers, and internal stakeholders. This role supports the delivery of facilities management services across a large government portfolio in NSW, reporting directly to the Team Leader within the BGIS National Operations Centre network.
Required Qualifications
- Previous experience in a customer service centre, contact centre, helpdesk, or service coordination environment
- CEFR English proficiency level B2 or above
- Strong understanding of customer service principles and service delivery expectations
- Demonstrated experience engaging with a wide range of internal and external stakeholders
- Professional telephone manner with strong listening, communication, and problem-solving skills
- High attention to detail and strong written communication skills
- Strong keyboard skills with a focus on speed and accuracy
- Proficiency in Microsoft Office, including Word, Excel, Outlook, and web-based systems
- Ability to manage multiple priorities in a fast-paced environment
- Experience using CMMS, maintenance management systems, or similar platforms
- Full working rights in Australia
Desired Qualifications
- Certificate IV in Customer Service or a related discipline
- Experience within facilities management, maintenance, property, housing, government, or service-based environments
- Experience dispatching maintenance works or coordinating trades and contractors
- Familiarity with maintenance workflows and service request management processes
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