Customer Support Officer

As a Customer Service Officer, you’ll be the first point of contact for our valued customers, scheduling appointments, resolving queries, de-escalating challenging situations and ensuring every interaction leaves a positive impression. You’ll work across multi-site teams, using telephony and CRM systems to navigate complex environments with precision and care.

Responsibilities

Actively seek to understand customer needs during inbound calls and proactively engage with customers to schedule appointments; Process detailed information consistently and accurately, ensuring nothing slips through the cracks; Absorb new information quickly and apply it effectively to improve performance and service delivery; Take direct action to meet and exceed objectives, always striving for excellence; Perform under pressure with composure, resilience and professionalism; Remain fully functional and focused in changing environments, whether it’s new systems, procedures or customer behaviours; Uphold the highest standards of conduct, aligning with our values and culture in every decision and interaction

Requirements

Proven experience in de-escalating tense or challenging customer interactions; Familiarity with CRMs and customer databases; confident navigating multiple systems; Background in a complex call centre or fast-paced retail environment; Experience working with KPIs and performance targets; Excellent interpersonal skills with genuine empathy for people; Strong problem-solving and critical thinking ability; A collaborative team player who thrives in multi-site team environments; Exceptional attention to detail and organisational skills

Benefits

Worklife balance, no weekends; Access to purchase additional leave; Discounted health insurance; Car leasing packages; Paid Parental Leave; Service recognitions; Ability to experience the various APM Group Human Services brands to broaden your skill set and career growth