Job Description
About The Company
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Join a well-established global organisation known for innovative, high-quality products that improve the way people experience their homes and spaces. With a strong Australian presence, they combine the stability of an international brand with a close-knit local culture where collaboration, customer experience and genuine product expertise are highly valued.
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About The Role
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Think of this role as the Apple Genius Bar equivalent for the business. You'll become a go-to product expert, helping customers, dealers and installers understand products, troubleshoot issues and find the right solution. It's the perfect blend of customer service and technical problem-solving - ideal for someone curious, practical and genuinely motivated by figuring things out.
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Duties
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Respond to technical enquiries across phone, email and CRM
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Troubleshoot product and installation issues and identify practical solutions
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Recommend the right products based on individual customer and project needs
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Guide customers and dealers through product selection, installation and operation
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Investigate product performance concerns and support warranty enquiries
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Coordinate replacement parts, repairs and corrective actions when requiredManage technical cases from initial enquiry right through to resolution
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Identify recurring issues and contribute ideas to improve the customer experience
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Skills & Experience
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Experience in technical support, customer service, trade support or product advisory
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A natural problem-solver who enjoys getting to the bottom of an issue
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Robust troubleshooting skills and confidence working with technical information




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Ability to turn technical information into simple, easy-to-understand advice
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Experience working with CRM or similar business systems
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Strong attention to detail and ability to manage cases through to completion
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A curious mindset and genuine interest in becoming a product expert
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Benefits
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Annual bonus opportunity of up to 10% of base salary
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Varied role - no two customer problems will be exactly the same
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Hybrid working model with flexibility built into the culture
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Supportive, collaborative and low-ego leadership team
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Extra annual leave day each year
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Paid parental leave for all genders
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Employee assistance program including wellbeing and financial support
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Pet-friendly office environment
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Regular lunch & learns, recognition initiatives and team events
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Discounts on premium products
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Beautiful modern office location close to public transport
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Long-term growth potential within a stable, internationally backed business
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Our Recruitment Process
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At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.
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Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2-3 business days for an initial phone screen.
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Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.
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Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.

📌 Customer Service Representative (New South Wales)
🏢 Lotus People
📍 New South Wales