The role — what you'll do
UltraPlus Service is the authorised after-sales service and repair partner for Roborock and Segway in Australia.
We deliver high-quality repairs and technical support to our retail and end-user customers, and we're growing our Dandenong South customer support team to meet increasing demand.
TheCustomer Service Representativeis responsible for providing high-quality customer service and technical support to both customers and retail partners.
The role involves handling inbound calls, troubleshooting issues, guiding customers through return and repair processes, managing support emails, and resolving escalated cases and complaints promptly and professionally.
Key Responsibilities
1. Customer & Store Support
Handleinbound callsfrom customers and retail stores in a professional, friendly, and effective manner.
Provide accurateproduct information, troubleshooting guidance, and repair or return instructions.
Assist customers and stores in lodgingservice requests, return authorizations, or warranty claims.
Escalate complex issues to the relevant department and ensure timely follow-up.
2. Troubleshooting & Service Coordination
Guide customers and store staff throughbasic diagnostic stepsto identify faults or issues.
Accurately record all service and repair cases in the CRM or service management system.
Coordinate with therepair center, logistics, and admin teamsto ensure efficient case handling.
Support customers in tracking the status of their repairs or replacements.
3. Email Support & Documentation
Managesupport inboxesfor store and customer enquiries, ensuring all emails are responded to promptly and accurately.
Draft clear, polite, and professional written responses consistent with company communication standards.
Maintain complete and accurate records of all email and phone interactions.
Proactively manage andclose escalated cases and complaints,



ensuring satisfactory resolution and documentation.
Identify and elevate recurring issues to supervisors for review and process improvement.
Maintain a calm and professional demeanor when handling difficult or upset customers.
Contribute to improving service quality through feedback and suggestions.
Work closely with theTeam Leaderand other service teams to meet dailyKPI targetssuch as response time, resolution rate, and customer satisfaction.
Participate in regulartraining and coachingsessions to improve product and service knowledge.
Support cross-functional communication between thecall center, warehouse, and repair teams.
Skills & Experience
1–3 years' experience in acall center, customer service, or technical supportrole.
Excellenttelephone communicationandemail writingskills.
Experience in troubleshooting or guiding customers through service/repair processes.
Strong attention to detail and ability to multitask in a fast-paced environment.
Proficiency with CRM or ticketing systems, and basic computer literacy (Microsoft Office, email systems).
Experience in consumer electronics or small appliances industry preferred.
Australian work rights required for this position.
Key Attributes
Professional, patient, and customer-focused attitude.
Strong problem-solving and active listening skills.
Calm under pressure and able to handle complaints effectively.
Reliable, punctual, and committed to service excellence.
Positive team player with a willingness to learn and grow.
What we offer — why join UltraPlus Service
Supportive, quality-focused team environment with clear escalation and mentorship pathways.
Competitive salary + super, leave entitlements, and award-aligned conditions.
Opportunities for career progression into supervisory, service-coordination or technician-liaison roles.
Exposure to cutting-edge consumer robotics and personal-mobility products.
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📌 Customer Service Representative (New South Wales)
🏢 Roborock Technology (Australia
📍 New South Wales