Customer Service Operator

Customer Service Operator

Permanent Full-time | Keysborough | 5 days onsite

Victory Curtains & Blinds is looking for a Customer Service Operator to join our Customer Contact Centre team. This role is focused on supporting customers with post-sale service enquiries, product faults, warranty matters and disputes, while ensuring issues are managed through to resolution.

About the role

You will be responsible for:

• Managing customer enquiries across phone, email, Freshdesk and CRM.

• Taking ownership of service and warranty cases from start to resolution.

• Managing customer concerns, disputes, negotiations, compensation and refunds in line with company policy.

• Coordinating with Technical, Recovery, Scheduling and other internal teams to resolve complex issues.

• Processing customer recovery orders accurately, including product specifications, measurements and installation requirements.

• Managing escalated cases and ensuring customers receive clear and timely updates.

• Managing workloads, queues and follow-ups to ensure cases are progressed within agreed timeframes.

• Identifying recurring issues and contributing to improvements in service delivery.

About you

You will have:

• Proven experience in customer service, contact centre or service coordination.

• Strong verbal and written communication skills.

• The ability to manage difficult conversations with confidence, empathy and professionalism.

• Experience using CRM and ticketing systems.

• Strong organisation and attention to detail.

• Excellent problem-solving skills and a strong sense of ownership.

• The ability to work collaboratively in a fast-paced environment.

Why Join VCB?

• Friendly and supportive team environment

• Full training provided and opportunities to broaden your customer service skills

• Access to EAP

• Comprehensive training and ongoing support

• Career progression opportunities across a growing business

• Access Employee Assistance Program (EAP)

• Discounted Health Insurance

• Immediate start available

At VCB, we pride ourselves on delivering quality products and exceptional service. You’ll be joining a supportive team where your customer service skills and sales expertise will make a real impact. If you enjoy solving customer issues, taking ownership and delivering positive outcomes, we’d like to hear from you!