Customer Care Representative

Summary:

Holloway Removals & Storage is one of Australia’s most trusted moving and storage companies. With thousands of moves completed each year, we pride ourselves on delivering a smooth, stress‑free experience for our customers. When things don’t go to plan, our Customer Aftercare team steps in to resolve issues with professionalism, empathy, and fairness.

Join our team as a Customer Care Representative in Wolli Creek, NSW. You will be the first point of contact for our customers, providing exceptional service and support. This role requires strong communication skills and a passion for helping others. If you thrive in a fast-paced environment and enjoy problem-solving, we want to hear from you!

Responsibilities:

– Act as the primary point of contact for customers who have concerns about their move

– Respond to customer inquiries via phone, email in a timely and professional manner.

– Investigate complaints by reviewing job notes, photos, system data, and team feedback

– Provide clear, fair explanations and resolutions that align with company policy

– Resolve customer complaints and issues effectively, ensuring customer satisfaction.

– Maintain detailed records of customer interactions and transactions.

– Collaborate with team members to improve service delivery and customer experience.

– Stay updated on product knowledge and company policies to provide informed assistance.

Qualifications:

– Strong communication skills with a calm, confident phone manner

– High emotional intelligence and the ability to stay composed with distressed or frustrated customers

– Proven experience in a customer service role, preferably in a call centre environment.

– Strong problem-solving abilities and a customer-focused mindset.

– Ability to work effectively in a fast-paced environment and manage multiple tasks.

– Ability to investigate issues objectively and present balanced, defensible outcomes

– Skilled at de‑escalation and conflict resolution

– Excellent attention to detail and accurate record‑keeping

– Experience using Hubspot and Google Suite is ideal but not essential.