Customer Service Officer
Hamilton Barnes ?
Job Description
Our client is a well established Managed Service Provider (MSP) that delivers IT support and technology solutions to businesses across Melbourne. With a strong reputation for customer service and continued growth, they are looking for a Customer Service Officer to join their friendly and supportive team.
This is an excellent opportunity for someone who enjoys helping people, thrives in a fast paced environment and wants to build a long term career within the technology industry.
About the Role
As the Customer Service Officer, you will be the first point of contact for customers contacting the service desk. Your role is to ensure every client receives a professional, efficient and friendly experience while coordinating support requests with the technical team.
This is a customer service and coordination position. You won't be expected to troubleshoot technical issues, but you will play a critical role in ensuring the right information is captured and tickets are assigned efficiently.
Key Responsibilities
- Answer incoming customer calls and emails.
- Log, triage and prioritise service requests.
- Gather detailed information before assigning tickets to engineers.
- Coordinate engineer schedules and support requests.
- Keep customers informed throughout the progress of their tickets.
- Monitor ticket queues and assist with meeting service level agreements.
- Follow up with customers once issues have been resolved.
- Provide administrative support to the service desk team.
- Deliver an exceptional customer experience with every interaction.
About You
- Previous experience in customer service, administration or service coordination.
- Outstanding communication skills and a confident phone manner.
- Strong organisational skills with the ability to multitask.
- High attention to detail.
- A positive attitude and genuine passion for helping customers.
- The ability to remain calm and professional in a busy environment.
Highly regarded but not essential
- Experience working within an MSP or IT services environment.
- Exposure to Autotask, HaloPSA, ConnectWise or similar ticketing systems.
What's on Offer
- Join a growing and respected MSP.
- Supportive leadership and collaborative team culture.
- Genuine opportunities for career progression.
- Modern office based in Blackburn North.
- Stable, long term position with ongoing development.