About us
IOR is a family-owned business based in Brisbane, which has been fuelling Australia’s industries for nearly 40 years. The business has been growing rapidly and consistently in the last decade in particular, and is now the only fully integrated, 100% Australian-owned fuel company in the country. Our operations span the entire country and the entire fuel value chain: a crude oil refinery, two import terminals, a growing bulk delivery fleet, on-road and on-airport unmanned refuelling networks, infrastructure manufacturing, and proprietary fuel management technology.
Approaching each day through our values of Innovation: finding solutions, Our Communities: serving people, and Reliability: getting results, our team are focussed on delivering what really matters to our customers.
About the role
As a Customer Service Officer, you’ll be the first point of contact, ensuring seamless customer interactions through efficient support, issue resolution, and expert guidance. Your role is key to delivering exceptional customer experiences. IOR is looking for 2 Customer service officers for the hours of 6am – 2pm and 10am-6pm. This role will be based in Lytton.
- Provide courteous support via phone and email, directing inquiries to the appropriate team member while striving for first-contact resolution.
- Develop a deep understanding of products/services to assist customers with inquiries, troubleshooting, and recommendations.
- Process orders, returns, and exchanges efficiently while maintaining accurate customer account records in the CRM system.
- Monitor interactions for service improvements and collaborate with sales, logistics, and technical support teams to resolve customer issues.
- Support customer accounts and assist the sales team with administrative tasks to ensure smooth operations.
About you
To succeed in this role, you will need the following attributes:
- Strong telephone manner with a friendly and professional approach, complemented by excellent verbal and written communication skills.
- Ability to connect with customers, provide patient support in challenging situations, and consistently exceed service expectations.
- Effective critical thinking skills to resolve customer issues efficiently, with meticulous attention to accuracy in order processing and documentation.
- A self-motivated team player with strong interpersonal skills and the ability to manage multiple priorities in a fast-paced environment.
- Experience in a customer-focused role within a medium to large business, with a proven track record in customer-facing positions and an understanding of effective selling strategies
Why IOR?
IOR is proudly different. We innovate and we deliver what our customers need. We are at the forefront of technology and data capability in our industry. We invest heavily in the communities in which we operate in regional and remote Australia.
- Unbeatable culture – where people really enjoy coming to work
- Staff and family discounts on fuel
- Workplace Flexibility
- Training and development programs, alongside support, wellbeing and social activities
- A friendly, down-to-earth culture that fosters creativity, individuality and innovation.
We provide an equal employment opportunity for all; we see the value in diversity and celebrate individuality. This looks like respectful conversations, and a safe workplace, where everyone thrives.
