Australian Optimal Recruitment – Sydney NSW

Full time, Permanent

1d ago , from Australian Optimal Recruitment

We are seeking a proactive and customer-focused Customer Support Officer to join our growing team and play a key role in the delivery of an exciting NSW Government energy efficiency program.

In this role, you'll be the first point of contact for customers, guiding them through every stage of their journey, from their initial enquiry and application through to program completion. Whether you're an experienced customer service professional or looking to take the next step in your career, this is an opportunity to join a supportive team and contribute to a program that delivers real benefits to Australian households.

As a Customer Support Officer, you'll work closely with internal teams including Operations, Compliance and Finance, as well as external delivery partners, to ensure customers receive accurate information, timely updates and a seamless experience.

You'll be responsible for managing enquiries, providing guidance on program requirements, supporting application processes and helping customers navigate the journey with confidence.

Key Responsibilities

- Respond to customer enquiries via phone, email and online channels while maintaining a high standard of service
- Guide customers through eligibility requirements, application processes and program participation
- Assist customers with online applications and provide support through alternative access channels when required




- Conduct preliminary application reviews to ensure documentation and information requirements are met.
- Keep customers informed of application progress, approvals, installations and next steps.
- Liaise with approved providers and internal stakeholders to resolve enquiries and deliver positive customer outcomes.
- Maintain accurate customer records, notes and case information within company systems.
- Escalate complex enquiries or complaints to the appropriate teams.
- Contribute to continuous improvement initiatives by identifying opportunities to enhance the customer experience.

Skills/Attributes

- Experience in customer service, contact center, administration or customer support roles.
- Strong verbal and written communication skills.
- A genuine passion for creating positive customer experiences.
- Excellent organisational skills and attention to detail.
- Confidence using multiple systems and learning new technologies.
- The ability to manage competing priorities in a fast-paced workplace.
- Sound problem-solving skills and a proactive approach.
- A positive attitude and willingness to contribute to a team-focused culture
- Must have Permanent Residency or Australian Citizenship.

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📌 Customer Support Officer (City of Sydney)
🏢 Australian Optimal Recruitment
📍 City of Sydney