Customer Service Agent

Rockhampton City Belmo Group

Posted today

Job Description

Rockhampton's Leading Apartment Hotel Group is expanding its team.

If you are looking for a brand new opportunity we are seeking passionate customer service professionals to join our dynamic team at the Award winning Empire Apartment Hotel and Edge Apartment Hotel.

The Empire Apartment Hotel and sister property Edge Apartment Hotel are the leading Rockhampton and Central Queensland accommodation properties in the heart of the CBD Riverfront Precinct. Our hotels offer a range of corporate accommodation options across 200 guest rooms from Studio Hotel Rooms to stylish modern One, Two and Three Bedroom Self Contained Apartments.

The Empire Apartment Hotel is the most awarded Hotel in Central Queensland having been awarded an impressive Seven Gold Queensland Tourism Awards since opening plus winning Gold and Silver at the Australian Tourism Awards.

All team members are required to deliver exceptional customer service and have a warm welcoming attitude to all hotel guests. Consistency is paramount and a positive "can-do" attitude and the ability to work under pressure are key skills.

This is an exciting opportunity for a fresh start with both Full Time Salaried and Casual positions available.

These positions involve:

- Exceptional front line customer service including checkins and checkouts and resolving guest requirements
- Operating a busy reservation desk with phone, email, online and walkin reservations
- Exceeding guests expectations
- Supporting fellow team members across our entire operation

So if you are someone who is :

- passionate and enthusiastic about customer service
- mature and experienced
- good organisational skills
- well presented, confident and self motivated
- professionally friendly
- computer literate with data entry and spreadsheet reporting




- shifts include 6.00am to 2.00pm or 2.00pm to 10.00pm over a 7 day roster (Monday to Sunday)
- previous customer service and reception experience preferred but not essential

Why You'll Thrive as a Customer Service Specialist

We’re looking for energetic, ambitious, and confident individuals who thrive in a fast-paced customer service environment. If you love talking to people, problem-solving on the spot, and taking ownership of your role, you’ll fit right in.

This is not a passive, script-following customer service role. You’ll be expected to think on your feet, take initiative, and quickly learn our products to provide real value to our customers.

We’re not looking for people who just want a job – we’re looking for career-driven individuals eager to develop their skills, grow into sales or leadership roles, and be part of a high-energy, high-performance team.

What You'll Be Doing (Day-to-Day Responsibilities)

- Customer Interaction & Order Processing - Handle inbound enquiries, process customer orders, and enter them into our ERP system with precision and efficiency.
- Providing Expert Product Advice - Learn and understand our partitioning systems, sliding doors, and accessories, helping customers navigate options and find the best solutions.
- Managing Customer Cases & Problem-Solving - Work with customers to resolve issues, track orders, and ensure seamless service delivery.
- Building Relationships - Engage with architects, builders, and subcontractors, adapting your communication style to build long-term customer relationships.




- Working Cross-Functionally - Collaborate with internal teams including sales, manufacturing, and logistics to ensure customer needs are met.

What You'll Bring (Experience)

- Customer service experience – ideally in retail, hospitality, or a fast-paced environment where multitasking and customer interaction are key.
- A natural problem solver – you enjoy finding solutions, making decisions on the go, and thinking creatively to assist customers.
- Confidence with humility – you take initiative but are also open to feedback, eager to learn, and driven to improve.
- Numeracy skills – comfortable with pricing, product calculations, and order processing in an ERP system.
- Adaptable communication skills – you’ll be speaking with architects, builders, and subcontractors, so you need to adjust your approach for different audiences.
- A strong sense of responsibility – you take ownership of your work and can deliver results.

Structured Induction & Training Program – We set you up for success with a detailed, pre-planned induction that helps you:

- Gain exposure to all departments in the business, so you understand how we operate.
- Meet key stakeholders across sales, manufacturing, and operations.
- Get hands-on product training to become an expert in partitioning systems, sliding doors, and accessories.
- Receive ongoing mentorship and structured check-ins to ensure you’re supported every step of the way.

What’s in It for You?

- Competitive Salary & Performance Bonuses + Super + Profit-Sharing Bonus (paid after 6-month probation).
- Annual Salary Reviews
- Tools for Success – Laptop provided to ensure efficiency in your role
- A Social & Supportive Team – Be part of a collaborative, high-energy group that works hard but knows how to have fun.
- Modern, Open-Plan Workspace – Work in a state-of-the-art workplace designed for teamwork and productivity.

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