Full-Time | Monday to Friday | 8:30am – 4:30pm
Are you confident dealing with customers, good at holding your ground and able to stay calm when conversations get challenging?

We are looking for a Customer Liaison Officer to join our team in a customer-focused role centred around appointment bookings, customer communication and coordinating works.

This role would suit someone who is naturally confident, resilient and comfortable having conversations that don't always go exactly how the customer wants.

About the Role You will be a key point of contact for customers, helping coordinate appointments and ensuring customers receive clear and accurate information throughout their journey.
Your responsibilities will include:

- Answering incoming customer calls and responding to customer enquiries
- Booking and coordinating customer appointments
- Explaining appointment availability and working within set booking days and times
- Confidently communicating the next available appointment, even when it isn't the customer's preferred time
- Managing customer expectations and remaining professional when customers are frustrated
- Explaining processes and timeframes clearly to customers
- Understanding that some delays may be outside the company's control, including delays relating to external water authority processes
- Following up customers regarding outstanding information or requirements
- Maintaining accurate and detailed notes on all customer interactions
- Ensuring customer conversations, updates and actions are accurately recorded in the company system
- Creating and updating customer and job records




- Coordinating with internal teams to ensure bookings and works are progressing
- Assisting with scheduling additional works identified by field service technicians
- Liaising with tradespeople, technicians and field workers regarding upcoming works
- Supporting the wider administration team when required
- Handling customer complaints and escalating matters appropriately when required
- Maintaining a high level of customer service throughout every interaction

About You Personality is more important than industry experience for this role.
We're looking for someone who is:

- Confident and resilient
- Comfortable dealing with difficult, demanding or frustrated customers
- Not afraid to say no or explain when something isn't possible
- Able to be firm without being rude
- Thick-skinned and doesn't take customer comments personally
- Calm and professional under pressure
- Comfortable holding customers, tradespeople and internal teams accountable
- Process-driven and able to follow established procedures
- Adaptable, open-minded and willing to learn
- A robust communicator who can confidently explain information
- Down-to-earth and approachable
- Comfortable working alongside tradespeople and field workers
- A strong team player who is willing to help wherever needed




- Computer literate and comfortable learning new systems
- Highly organised with strong attention to detail

The Right Background Isn't Essential You don't need to have experience in the industry to be successful in this role.
We would be interested in candidates with backgrounds in:

- Customer service
- Construction administration
- Medical or healthcare reception
- Real estate or property management
- Scheduling or appointment booking
- Reception
- Customer-facing roles involving difficult or demanding customers

If you've worked in an environment where you've had to stay calm, follow a process, manage expectations and confidently deal with people, your experience could transfer well into this position.

What We're Looking For The successful candidate will be someone who can have a difficult conversation with a customer at 9:00am and still have a perfectly normal day afterwards.

You won't be expected to make every customer happy with every outcome — you'll be expected to communicate clearly, follow the process, manage expectations and find the best solution available.
What We Offer

- Full-time Monday to Friday position
- 8:30am – 4:30pm
- Varied customer service and coordination role
- Supportive team environment
- Opportunity to develop your skills across customer service, scheduling and administration
- Long-term opportunity for the right person

Apply Now If you're confident, resilient and genuinely enjoy working with people — including the occasional difficult customer — we'd love to hear from you.
Apply now with your resume.

📌 Customer Liaison OfficerJust posted! (Dandenong)
🏢 ProQuest Recruitment -
📍 Dandenong