Job Description

Are you an experienced customer service professional who enjoys solving problems, supporting customers and seeing an issue through to resolution?

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We are seeking a confident and empathetic Customer Service / CareLine Consultant to join a well-established, highly regarded organisation representing some of the world's leading home appliance brands.

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This is a wide-ranging role combining inbound customer service, complaint and case management, troubleshooting, service coordination and sales support.

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The Role

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As part of the Customer Service team, you will be responsible for providing an exceptional experience to consumers from their initial enquiry through to resolution.

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- Handling inbound calls and emails relating to product and service enquiries
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- Providing customers with product information, troubleshooting assistance and usage advice
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- Managing consumer complaints and cases from initial contact through to resolution
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- Working towards first-contact resolution wherever possible
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- Managing a portfolio of customer cases and ensuring they are actioned within required timeframes
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- Coordinating service bookings with internal engineers and authorised service partners nationally
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- Rescheduling appointments and keeping customers informed throughout the process
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- Identifying potential sales and direct replacement opportunities
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- Guiding customers through purchasing and payment processes
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- Escalating complex matters through the appropriate channels
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- Maintaining accurate and detailed customer and case records
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- Working closely with internal departments, sales teams and external service partners
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- Providing additional support across the Customer Service team when required
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Customer Service / CareLine Consultant

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About You

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We are looking for someone who genuinely enjoys helping customers and is comfortable managing challenging conversations.

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To be successful, you will ideally bring:

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- Previous experience in customer service, contact centre or complaints management
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- Strong communication skills and a professional phone manner
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- The ability to remain calm and empathetic when dealing with frustrated customers
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- Strong problem-solving and decision-making skills
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- Excellent organisation and case management capabilities
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- Confidence working across multiple systems and databases
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- Strong attention to detail and accurate record keeping
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- The ability to manage competing priorities and work to KPIs and deadlines
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- A proactive, solutions-focused approach
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- Experience coordinating service technicians or appointments would be highly regarded
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You will be joining a collaborative customer service environment where you can build your product knowledge, develop your problem-solving skills and take ownership of delivering positive outcomes for customers.

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If you are passionate about customer service and enjoy turning challenging situations into positive customer experiences, we would love to hear from you.

📌 Customer Service (Victoria)
🏢 Veritas Recruitment Clayton Partnership
📍 Victoria