Role Description

This full‑time, on‑site Customer Service Specialist role is based in Bayswater, VIC. The specialist will respond to customer inquiries via phone, email, and in person, providing accurate information on fire protection services, products, and scheduling. Daily responsibilities include handling bookings, updating customer records, coordinating with technicians and internal teams, and following up to ensure issues are resolved. The role involves managing incoming calls with professional phone etiquette, addressing concerns, escalating complex matters when necessary, and supporting a positive, safe workplace. The specialist will also contribute to continuous improvement by identifying recurring issues, suggesting process enhancements, and supporting customer‑focused initiatives.

Qualifications

- Robust customer‑facing skills, including Customer Service, Customer Support,



and Customer Experience capabilities.
- Ability to nurture Customer Satisfaction through proactive problem‑solving and clear communication.
- Professional Phone Etiquette and confident handling of high‑volume calls.
- Excellent verbal and written communication skills, with strong attention to detail and accuracy.
- Experience in service‑based or trade‑related industries (fire protection or similar) is an advantage.
- Proficiency with customer management systems and basic office software.
- Ability to work on‑site, collaborate effectively with operations teams, and manage competing priorities.
- Relevant certificate or diploma in business, administration, or a related field, or equivalent experience.

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📌 Customer Service Specialist (City of Knox)
🏢 Fire Protection Services
📍 City of Knox