Customer Service

Customer Service Team Member

Caribbean Business Park, Scoresby | Waterman Workspaces

Are you someone who loves helping people and solving problems?

Do you thrive in a fast paced, community driven environment where no two days are the same?

About the Role

Our Service Team members are responsible for delivering excellent customer service at our Scoresby location. This role works closely with the Operations Department and Community Department to deliver the best member experience possible, in line with Waterman’s Standards. This a full-time role reporting to a Service Area Manager and is a part of the Service Team in the Operations Department. You will be working with another Service Team Member on site and will be required to fill-in at other Waterman Locations when requested.

You must be available to work onsite Monday to Friday, 8:30am-5.00pm daily.

No weekends or public holidays.

*driver's license + flexibility to complete training in another centre during onboarding and to assist with roster gaps at other sites.

This is a unique position combining front of house customer service with on-site operational support.

You will be based at our Scoresby location where you, along with other team members will be responsible for the day to day running of the site from the service desk.

Waterman hosts over 3000 businesses across its network of locations, many of these businesses are small business that require assistance and support.

In addition to the standard duties of our customer service team member, you will be assisting the Waterman service team and our members with basic tech support across multiple systems including internet & Wi-Fi, Printer setup and Audio Visual.

Coaching and training is provided; you will be supported by your Area Manager and the wider service team.

What You’ll Be Doing

• Delivering outstanding, proactive customer service to members and guests in line with our core values (in person/email/phone).

• Building strong relationships and creating a welcoming, professional environment.

• Contributing to a supportive, productive and healthy culture of teamwork and fun.

• Troubleshooting day to day IT issues (Wi-Fi, printers, AV, devices, meeting room AV)

• Liaising with senior system administrators to resolve more complex technical issues.

• Assisting incoming tenants with their office setup and outgoing tenants with their move out. (onboard/offboard)

• Deliver member services including phone answering, mail handling, workspace tours and general inquiries.

• Resolve member requests, maintenance cases and technical support.

• Conduct regular venue inspections to ensure workspaces and common areas are kept to a high standard.

• Respond to inbound enquiries through email and phone calls including Virtual Reception.

• Keeping the space running smoothly anticipating needs before they arise.

• Occasional travel to other Waterman locations.

Skills Required

• Computer literacy - Proficiency with CRM, Microsoft Teams and Microsoft Office suite is preferred.
• Maintain records - Document customer interactions, enquiries, and resolutions in our CRM system.
• Adaptability - Willingness to learn and adapt to changing processes.
• Handle complaints/Escalate when needed - Address customer complaints with empathy and find appropriate solutions. Mental resilience to deal with challenging customer conversations.
• Empathy and patience - Ability to understand and empathize with customer concerns and remaining calm in challenging situations.
• Excellent professional communication skills both written and verbally.
• Problem Solving - Investigate and resolve customer issues in a timely manner.
• A natural flair for customer service and hospitality and an interest in the business community.
• Track record of being a supportive team player - you will have a supportive site team and wider service team to interact with.
• Organised, attention to detail and able to manage competing commitments in a fast-paced environment and the ability to remain calm under pressure.
• The perfect balance between being pragmatic and detail oriented.
• Previous experience in a customer facing role.

About You

A natural people person who genuinely enjoys helping others.

Confident communicator with a positive, can do attitude.

Able to troubleshoot common issues independently (and stay calm under pressure!).

Highly organised with great attention to detail.

Comfortable multitasking in a busy, dynamic environment.

Brings energy, initiative and a sense of humour to the team.

Why Join Waterman?

Be part of a supportive, high-energy team.

Work across beautifully designed, premium workspaces.

No two days are ever the same.

Opportunity to make a real impact on people’s workday.

A culture that values positivity, teamwork and going above and beyond.