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

• 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

• 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)

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!

• Our PEOPLE, who are our foundation and a crucial asset to our ongoing success.
• Our CUSTOMERS, who we serve with a level of care and integrity beyond all expectations.
• Our PRODUCTS, which meet and exceed the highest industry standards.
• Our DEDICATION, to winning the hearts of our internal and external customers by continually improving our productivity and offering the very best in service and products.
• Our SOCIAL RESPONSIBILITY, to act with the utmost integrity and be good citizens in the community in which we live and work.

Source: This is an extract from the company's own website

We will achieve this through:

• Our PEOPLE, who are our foundation and a crucial asset to our ongoing success.
• Our CUSTOMERS, who we serve with a level of care and integrity beyond all expectations.
• Our PRODUCTS, which meet and exceed the highest industry standards.
• Our DEDICATION, to winning the hearts of our internal and external customers by continually improving our productivity and offering the very best in service and products.
• Our SOCIAL RESPONSIBILITY, to act with the utmost integrity and be good citizens in the community in which we live and work.

Source: This is an extract from the company's own website

What can I earn as a Customer Service Representative

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