Customer Service Representative

About the role

We are seeking a dedicated and professional Customer Service Representative to join the team at ORAFOL Australia Pty Ltd. This is a full-time position based in Ormeau, Queensland. In this role, you will be the first point of contact for our customers, providing exceptional service and support across multiple channels. You will play a vital part in maintaining our reputation for outstanding customer care and helping to build long-lasting relationships with our clients. This position is essential to our operations, ensuring that customer inquiries are handled efficiently, professionally, and with a genuine commitment to satisfaction.

Key responsibilities

• Answering incoming calls and responding to customer inquiries in a prompt, courteous and professional manner
• Processing customer orders, requests and complaints with accuracy and attention to detail
• Providing product and service information to customers, addressing their questions and concerns
• Recording customer interactions and maintaining accurate records in the company database
• Resolving customer issues and escalating complex matters to appropriate departments when necessary
• Following company policies and procedures whilst delivering excellent customer service
• Contributing to a positive team environment and supporting colleagues as needed
• Identifying opportunities to enhance customer satisfaction and service quality
• Meeting performance targets and key performance indicators for call handling, resolution times and customer satisfaction ratings

What we're looking for

• Proven experience in a customer service or call centre environment
• Excellent communication skills, both written and verbal, with the ability to articulate clearly and professionally
• Strong listening skills and the ability to empathise with customers
• Proficiency with computer systems, databases and relevant software applications
• Ability to multitask and manage multiple customer interactions whilst maintaining quality
• Problem-solving skills and the ability to think logically and act quickly
• Patience, flexibility and a positive attitude towards challenging situations
• Organisational skills and attention to detail
• Reliability and commitment to meeting performance targets
• A genuine desire to provide outstanding customer service
• Preferably, experience in a manufacturing, distribution or technical product environment would be advantageous

What we offer

At ORAFOL Australia Pty Ltd, we value our employees and offer a competitive working environment. We provide opportunities for professional development and career progression within a supportive team culture. We are committed to creating a workplace where employees feel valued and motivated. Our team is collaborative, and we encourage open communication and mutual support. We believe in recognising and rewarding hard work and dedication.

About us

ORAFOL Australia Pty Ltd is a leading provider of innovative solutions in the graphics and functional materials industry. With a strong presence in Australia, we are committed to delivering high-quality products and exceptional service to our customers. Our company values integrity, innovation and customer-centricity, and we pride ourselves on our dedicated team that works together to exceed customer expectations. We are an organisation that invests in our people and fosters a culture of continuous improvement and excellence.

Apply now

If you are a customer-focused individual with excellent communication skills and are ready to make a positive impact in a dynamic call centre environment, we would love to hear from you. Please submit your application including your resume and a cover letter outlining your relevant experience and why you are interested in this opportunity.