Job Description

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The next step in your career starts here..

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- Permanent full time position
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- Monday to Friday, no weekends
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- 7:00am, 8:00am or 9:00am start times available
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- Mascot Location
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As a Digital Support Specialist, you will play a key role in progressing digital enquiries efficiently and accurately, supporting revenue conversion, and delivering an exceptional customer experience. You will also have the opportunity to develop into a specialist workflow owner, leveraging AI-enabled tools and technology to drive operational excellence.

Key Accountabilities n

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- Review inbound enquiries, determine the appropriate next action, and progress work within agreed service levels.
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- Prepare information required for quoting, routing, customer follow-up, and case management activities.
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- Professionally engage with customers to confirm requirements, clarify information, and maintain momentum throughout the sales process.
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- Collaborate closely with branch and commercial teams to improve accountability, follow-up effectiveness, and opportunity progression.
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- Maintain accurate notes, statuses, and CRM records to ensure high-quality data and case management standards.
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- Identify process blockers, recurring issues, delays, and opportunities for automation and continuous improvement.Utilise AI tools, templates, and assisted workflows effectively while maintaining sound judgement and quality control.
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- Comply with all company policies, procedures, and safety requirements.
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- Undertake additional duties aligned with your skills and experience.
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Prior to supporting customers, you will receive comprehensive training to equip you with the knowledge and confidence to deliver a seamless customer experience.

What You'll Bring n

We are looking for someone with a background in trades, construction, or a related industry who can bring valuable industry knowledge and understanding to our customers.

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- Experience in customer service, sales support, inside sales, contact centre, or operational support roles.
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- Strong verbal and written communication skills, with the ability to manage customer interactions professionally and confidently.
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- Experience using CRM, ticketing, or case management systems with a high level of accuracy and attention to detail.
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- Ability to prioritise workloads, meet service level agreements, follow established processes, and perform in a fast-paced environment.
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- A proactive mindset with a willingness to embrace technology and AI-assisted ways of working.
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At Coates, we know that people, organisations and communities thrive when everyone feels valued and included.

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Diversity and inclusion are at the heart of our culture. Coates welcomes candidates from all backgrounds, experiences and perspectives to apply.

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📌 Digital Support Specialist (Sydney)
🏢 Coates Hire Operations Pty
📍 Sydney