Customer Support Officer (Communities)

About the role

We are looking for a Customer Support Officer to be the first point of contact for our customers across multiple sites. You will handle inbound calls, schedule appointments, resolve queries and de‑escalate challenging situations while delivering a positive experience.

Key responsibilities

• Answer inbound customer calls and assess needs.
• Schedule appointments and process detailed information accurately.
• De‑escalate tense interactions and resolve queries promptly.
• Navigate multiple CRM and telephony systems efficiently.
• Meet and exceed performance KPIs and service standards.
• Adapt quickly to new procedures, systems or customer behaviours.

Required profile

• Proven experience handling challenging customer interactions.
• Background in a fast‑paced call centre or retail environment.
• Strong problem‑solving, critical thinking and attention to detail.
• Ability to work collaboratively across multi‑site teams.
• Resilience and professionalism under pressure.

Required skills

• Familiarity with CRM systems.
• Experience using telephony platforms.

What we offer

• Work‑life balance with no weekend shifts.
• Discounted health insurance and car‑leasing packages.
• Paid parental leave and additional leave purchase options.
• Opportunities to work across various APM Group Human Services brands.