Customer Service Officer
Australia-wide
Ongoing Full Time
Description
Convo Australia’s mission is to connect humans through innovative and technical communication solutions shaped by cultural experiences. We are a Deaf-owned, Deaf-operated company, and we are seeking a like-minded and passionate individual to join our team as a Customer Service Officer to support a new and growing company that aims to deliver the best video interpreting services in Australia!
Convo Australia is an equal opportunity employer and we welcome everyone to our team. If you need accommodations during the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use.
At Convo Australia, we redefine what it means to give back. We are all about elevating our community to new heights, and this is not possible without people who share the same passion for our culture and identity. If you feel we’re the place for you, then join us and help us make a difference!
Position summary:
The Customer Service Officer is the first point of contact for customers, ensuring they have a seamless experience with Convo Australia’s products and services. This role involves assisting customers with account setup, troubleshooting technical issues, providing guidance on product usage, and addressing inquiries through various communication channels.
The Customer Service Officer will also support customer onboarding, collect and relay customer feedback, and contribute to improving the overall customer journey. The role requires strong communication skills, technical proficiency, and the ability to work independently in a remote environment.
This role reports to the Customer Success Team Lead and will be based anywhere in Australia, working remotely with reliable internet connectivity. Travel may be required for large Deaf community events or customer engagement activities.
Key responsibilities:
Customer Support & Engagement:
- Respond to customer inquiries via text, email, video calls, and video messages, ensuring a high-quality customer experience.
- Educate and support customers in using Convo Australia’s technology and services.
- Troubleshoot technical issues and collaborate with internal teams to resolve customer concerns.
- Maintain accurate records of customer interactions and feedback in the CRM system.
Community Engagement & Outreach:
- Act as a brand ambassador by participating in Deaf community events, networking, and public presentations.
- Support the promotion of Convo Australia’s services to potential customers.
Process Improvement & Documentation:
- Assist in the development of customer support resources, FAQs, and training materials.
- Identify and recommend improvements to enhance the customer experience.
Administrative Duties:
- Support customer account management, including onboarding and invoicing inquiries.
- Maintain up-to-date customer service documentation and internal knowledge bases.
Key Performance Indicators (KPIs):
- Customer satisfaction and retention rates.
- Response and resolution times for customer inquiries.
- Successful onboarding of new customers.
- Engagement in community outreach and customer education initiatives.
Essential skills and knowledge:
- Experience in customer service or sales support, including handling customer inquiries and resolving issues.
- Strong interpersonal and communication skills, with the ability to build rapport quickly.
- High fluency in Auslan and English.
- Ability to troubleshoot technical issues and provide clear guidance to customers.
- Strong organisational and time management skills.
- Proficiency in CRM software (e.g., HubSpot) and basic office applications (e.g., Google Workspace, Microsoft Office Suite).
- Self-motivated and capable of working independently in a remote team environment.
Advantageous additional skills and knowledge:
- Experience in Business-to-Consumer (B2C) sales or customer engagement.
- Strong Deaf community and Deaf Ecosystem networks.
- Experience presenting to community or commercial audiences.
- Knowledge of NDIS and/or EAF funding schemes.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Salary Range
Between $55k – $60k (plus superannuation and work-from-home allowance), depending on experience.
Apply by 9am AEDT Monday, 13 October 2025.
