Customer Service Officer

About the role

The Customer Service Officer will be the first point of contact for clients reaching the service desk of a fast‑growing Managed Service Provider. You will ensure every interaction is professional, efficient and friendly while coordinating support requests with the technical team. This role focuses on customer service and coordination rather than technical troubleshooting.

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 ticket progress.
• Monitor ticket queues and help meet service level agreements.
• Follow up with customers once issues are resolved.
• Provide administrative support to the service desk team.
• Deliver an exceptional customer experience with every interaction.

Required profile

• Previous experience in customer service, administration or service coordination.
• Outstanding communication skills and a confident phone manner.
• Strong organisational ability with multitasking capability.
• High attention to detail.
• Positive attitude and genuine passion for helping customers.
• Ability to remain calm and professional in a busy environment.

Required skills

• Experience with ticketing systems such as Autotask, HaloPSA or ConnectWise.

What we offer

• Salary up to $75,000 per year plus superannuation.
• Opportunity to join a respected and growing MSP.
• Supportive leadership and collaborative team culture.
• Clear pathways for career progression.
• Modern office located in Blackburn North, Melbourne.
• Stable, long‑term position with ongoing development.