Customer Services Operator

About the role

As a Customer Services Operator you will be the first point of contact for customers and stakeholders using Orikan’s parking and permit services. You will guide people through complex enquiries, help them understand next steps and ensure they feel supported, even in time‑sensitive situations.

Key responsibilities

• Provide professional, accurate and timely support by phone and email for Residential ePermits and PayStay Australia & New Zealand.
• Explain customers’ rights, responsibilities and next steps clearly.
• Process applications and customer information using internal systems and software.
• Maintain detailed case notes, call summaries and records in the CRM.
• Use multiple systems simultaneously while staying organised and customer‑focused.
• Escalate complex enquiries and collaborate with others to resolve issues.
• Follow procedures to ensure compliance with federal, state and local government laws.

Required profile

• Energy, empathy and strong attention to detail in every interaction.
• Curious, reliable and eager to learn new systems and processes.
• Calm under pressure and able to support distressed or challenging callers.
• Customer‑first mindset with a professional phone manner.
• Excellent written and verbal communication skills.
• Accurate data entry and strong judgement for problem‑solving.
• Confidence using multiple computer systems at once.
• Proactive, team‑focused attitude with initiative and reliability.
• Flexible availability for a rotating roster (Mon‑Sat 6 am‑9 pm, Sun 8 am‑8 pm AEST).
• Previous call‑centre or customer‑service experience is highly regarded.

What we offer

• Purpose‑driven work supporting smarter, more liveable communities.
• Career growth pathways into 2IC, Team Leader or Client Services roles.
• Supportive, collaborative team culture that values quality and care.
• Discounted parking at DFO South Wharf.
• Values‑led workplace where people work together to deliver great outcomes.