Location: Prestons, NSW Salary: $88,000 – $95,000 + superannuation, depending on experience Employment Type: Permanent, Full-Time Hours: Monday to Friday, 7:30am – 4:00pm Work Arrangement: Full-time office based .
About the Opportunity Are you a senior customer service professional who is passionate about creating exceptional customer experiences?
Fuse Recruitment are seeking an experienced Senior Customer Service Experience Consultant to join a high-performing team in Prestons.
This is an prospect for someone who understands that outstanding customer service is more than simply answering enquiries — it's about taking ownership, solving problems, building strong relationships and ensuring every customer interaction adds value.
You will be a key point of contact for customers, responsible for delivering seamless customer journeys and achieving a one-touch resolution wherever possible .
You will bring confidence, commercial awareness and a genuine commitment to ensuring customers leave every interaction feeling happier, supported or better informed.
What's on Offer $88,000 – $95,000 + superannuation , depending on experience Permanent, full-time opportunity Convenient Prestons location Monday to Friday, 7:30am – 4:00pm Full-time office-based position Ongoing mentoring, professional development and career growth opportunities Fantastic team culture and supportive working environment An opportunity to make a genuine impact on customer experience Bonus system in place!
(after probation)
The Client: A leading Australian business specialising in innovative products and solutions for education, commercial and workplace environments.
With a strong focus on quality, design and customer experience, the organisation partners closely with customers to understand their needs and deliver practical, tailored solutions About the Role As a Customer Service Experience Consultant, you will be responsible for delivering an exceptional customer journey across phone, email, live chat and other customer touchpoints.
You will work with a first-in, first-out approach , respond promptly to customer needs and take ownership of enquiries from start to finish.
Key Responsibilities Act as the first point of contact for customers, delivering best-in-class service across all incoming enquiries.
Develop a strong understanding of each customer's business and build mutually beneficial relationships.
Understand customer needs and confidently explain product features, benefits and solutions.
Provide professional, same-day communication for callbacks, emails and follow-ups, including warranties, freight, returns and backorders.
Manage live chat enquiries, initiating chats promptly and resolving or escalating queries as required.




Process customer experience cases and follow through on all actions arising from those cases.
Enter customer orders accurately and promptly, resolving or communicating any issues.
Troubleshoot customer problems and provide practical guidance and solutions.
Identify opportunities to upsell, cross-sell and introduce customers to new product categories.
Act as the voice of the customer internally , sharing feedback and insights with product development, sales and marketing teams.
Maintain accurate customer information and communications using CRM and business systems.
Customer Service Relationship Management Deliver outstanding customer service over the phone.
Build long-term customer relationships through efficiency, care, professionalism and a positive sense of humour.
Greet customers warmly and manage new enquiries with a friendly and solutions-focused approach.
Manage customer accounts and proactively follow up on their needs.
Keep customers informed regarding deliveries, stock availability and order status.
Maintain accurate customer records and communications using Microsoft Office and CRM systems.
Sales Commercial Responsibilities This role also has an important commercial component.
You will: Communicate product pricing and costs clearly and accurately.
Identify and execute appropriate cross-selling and upselling opportunities.
Promote aged and soon-to-expire stock where appropriate.
Increase sales through regular customer contact and relationship management.
Process customer orders accurately through the sales management system.
Recognise opportunities through customer interactions and available data.
Internal Collaboration You will work closely with internal teams to ensure customers receive a seamless experience, including: Liaising daily with manufacturing, sales and marketing teams.
Communicating customer requirements and feedback to relevant sales teams.
Supporting internal teams with customer insights and information.
Contributing to continuous improvement across the customer experience.
About You We are looking for a senior customer service professional who is confident, commercially minded and genuinely passionate about delivering exceptional customer experiences.
You will also need a strong business mindset ,



understanding how customer service decisions can impact both the customer relationship and the broader financial performance of the business.
You will ideally have: 5+ years' experience in a similar customer service/customer experience role Previous experience in customer relationship management and phone-based sales Excellent written and verbal communication skills Strong computer literacy and confidence working across multiple software platforms Previous experience with Microsoft Office and CRM systems Solid organisational and time-management skills The ability to multitask, prioritise and remain calm under pressure Excellent attention to detail and accuracy A genuine thirst for learning and developing detailed product knowledge A proactive, solutions-focused approach to customer problems Confidence to take ownership and make sound decisions independently Systems Business Knowledge Experience with the following will be highly regarded: NetSuite ERP HubSpot CRM / HubSpot Service CRM and customer case management systems Sales order management systems What Success Looks Like This role is focused on measurable customer and business outcomes, including: Net Promoter Score (NPS): 80 Customer Experience Score: 90% Sales Order Error Rate: 0.75% Inbound calls answered within 15 seconds Voicemail messages returned within 10 minutes Sales orders actioned within 20 minutes Customer cases and enquiries actioned within 20 minutes Live chat answered within 10 seconds Ready to Make a Difference?
If you're an experienced customer service professional who takes pride in delivering exceptional customer experiences , enjoys building meaningful customer relationships and wants the opportunity to grow within a supportive and high-performing team, we'd love to hear from you.
Apply now with your resume and tell us why you're the right fit for this Customer Service Experience Consultant opportunity.
If this position sounds like you then hit APPLY now, alternatively email Mike on ****** with your resume.
At Fuse, we specialise in recruitment for the manufacturing industry and actively source a variety of roles for a broad range of manufacturers.
If you are looking for a new opportunity, we'd love to hear from you!
If you know someone looking for a job, refer them to us and we'll give you $500* if we find them a new role!
Consultant Mike Hadley Team Leader, Manufacturing ************ ****** Reference number: BH-***** Profession:Call Centre Customer ServiceCustomer Service - Call Centre Call Centre Customer ServiceInbound Sales Call Centre Customer ServiceOutbound Sales Call Centre Customer ServiceSales - Inbound Call Centre Customer ServiceSales - Outbound Call Centre Customer ServiceTeam Leaders / Supervisors Company: Fuse Recruitment Date posted: 26th Aug, ****

📌 Customer Experience Consultant – Up To $95K + Super – Prestons New (Sydney)
🏢 Fuse Recruitment
📍 Sydney