About The Company 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.

About The Role 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.

Duties

Respond to technical enquiries across phone, email and CRM

Troubleshoot product and installation issues and identify practical solutions

Recommend the right products based on individual customer and project needs

Guide customers and dealers through product selection, installation and operation

Investigate product performance concerns and support warranty enquiries

Coordinate replacement parts, repairs and corrective actions when requiredManage technical cases from initial enquiry right through to resolution

Identify recurring issues and contribute ideas to improve the customer experience

Skills & Experience

Experience in technical support, customer service, trade support or product advisory

A natural problem-solver who enjoys getting to the bottom of an issue

Solid troubleshooting skills and confidence working with technical information





Ability to turn technical information into simple, easy-to-understand advice

Experience working with CRM or similar business systems

Strong attention to detail and ability to manage cases through to completion

A curious mindset and genuine interest in becoming a product expert

Benefits

Annual bonus opportunity of up to 10% of base salary

Varied role - no two customer problems will be exactly the same

Hybrid working model with flexibility built into the culture

Supportive, collaborative and low-ego leadership team

Extra annual leave day each year

Paid parental leave for all genders

Employee assistance program including wellbeing and financial support

Pet-friendly office environment

Regular lunch & learns, recognition initiatives and team events

Discounts on premium products

Beautiful modern office location close to public transport

Long-term growth potential within a stable, internationally backed business

Our Recruitment Process 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.

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.

Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.

Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.

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📌 Customer Service Representative (Sydney)
🏢 Lotus People
📍 Sydney