Customer Service Officer – B2B Support Centre

Customer Service Officer – 24/7 B2B Support Centre
Comma Technologies Pty Ltd | Artarmon, Sydney NSW

Full-Time | Rotating Shifts | Multiple Positions Available

About Us

Comma Technologies Pty Ltd is an Australian technical services company providing engineering, field services and customer support solutions to business and industrial customers across Australia.

We are expanding our operations and establishing a dedicated 24/B B2B Customer Support Centre in Sydney.

We are looking for reliable, organised and customer-focused individuals to join our growing team.

About the Role

As a Customer Service Officer, you will be the first point of contact for business customers, handling incoming calls, emails and service requests.

Your main responsibilities will be to answer incoming customer calls promptly (within 30 seconds), accurately record customer enquiries, create service tickets, coordinate with relevant support teams and follow up on outstanding requests.

This is a relatively low-volume B2B support environment, where service quality, attention to detail and reliability are more important than handling large numbers of calls.

During quieter periods, you will also assist with general administrative and operational tasks as reasonably assigned, while ensuring customer support responsibilities remain the priority.

Advanced technical knowledge is not required; however, candidates with a basic technical background, technical aptitude or experience in a technical service environment will be highly regarded. Full training will be provided.

Key Responsibilities

- Answer incoming customer calls promptly and professionally, aiming to respond within 30 seconds.

- Receive and respond to customer emails and callback requests.





- Accurately record customer enquiries, technical issues and service requests.

- Create, classify and update service tickets in accordance with established procedures.

- Refer or escalation service tickets to the appropriate technical support teams.

- Proactively follow up on outstanding tickets to ensure timely progress and resolution.

- Keep customers informed of service progress and updates.

- Maintain accurate service records and ensure smooth shift handovers.

- Follow established Standard Operating Procedures (SOPs), call scripts and escalation procedures.

- Use Amazon Connect and internal service management systems to manage customer interactions.

- Assist with general administrative, operational and other reasonable duties as assigned during quieter periods, while ensuring customer support responsibilities remain the priority.

About You

Essential Requirements

- Good spoken and written English communication skills.

- Professional telephone manner and strong customer service skills.

- Valuable computer literacy and ability to learn new software systems.

- Strong attention to detail and organisational skills.

- Reliable, patient and responsible, with a proactive approach to customer service.

- Ability to follow established procedures and accurately document technical issues.

- Ability to work independently and remain calm when handling urgent enquiries.

- Willingness to work rotating shifts, including nights, weekends and public holidays.

- Willingness to assist with general administrative and operational tasks when required.

Highly Desirable (Not Essential)

- Previous experience in customer service, contact centres, Service Desk or technical support environments.

- Experience using Amazon Connect or similar contact centre platforms.

- Experience with ticketing, CRM or service management system

📌 Customer Service Officer –B Support Centre (Sydney)
🏢 Comma Technologies
📍 Sydney