Customer Support Officer (On-site Kewdale)
Pacvac | Full-time | Reporting to: Customer Experience Manager
• Kewdale, Perth Wa
• Permanent Full Time 7:30am – 3:30pm
• Additional 3 Wellbeing Leave days per year
Who are we
At Pacvac, we’re proud to be highly regarded as the trusted market leader in commercial cleaning technology.
We design and manufacture high-quality cleaning equipment, specialising in backpack vacuums. What sets us apart is our world-class customer service and how we embrace technology as future thinkers, striving to shake up the cleaning industry.
We are a WA-grown, global brand And we’re on a mission to create enjoyable cleaning experiences with products that make people happy – and our world-class customer service is a big part of what sets us apart.
We attribute such company success to the high calibre of our people and their incredible skill sets, so naturally, we look forward to opening our doors to another motivated and talented individual.
About the Role
We’re looking for a confident, energetic Customer Support Officer to join our Kewdale HQ. This is an on-site role suited to someone who loves talking to customers, stays calm under pressure, and enjoys variety and a work life balance with a 7.30AM to 3.30PM roster.For the right person, this position offers the chance to contribute to the ongoing growth and success of the business by implementing and maintaining strong customer service practices.
What you’ll be doing
You’ll be the first point of contact for customers across phone, email, and online channels, making sure enquiries and issues are handled quickly and professionally. Key responsibilities include:
• Managing inbound customer enquiries (product support, application questions, pricing, ETA’s, general troubleshooting)
• Owning customer issues end-to-end, and escalating when needed
• Managing CRM tickets and keeping customer records up to date (HubSpot)
• Creating/maintaining email templates and consistent customer comms
• Responding to reviews, comments and customer feedback (with an approval process)
• Supporting returns, refunds and exchanges (and coordinating internal follow-up)
• Spotting opportunities to upsell over the phone and improve customer outcomes
• Helping identify trends, contributing to reporting, and participating in improvement projects
• Collaborating with internal teams (Product, Operations, Admin) to improve the customer journey
About you (what we’re looking for)
We’re after someone who is:
• Experience in customer support
• Energetic / extroverted – you enjoy dealing with people and can build rapport fast
• Calm under pressure, resilient, and great at juggling priorities
• Confident communicating with customers and comfortable picking up the phone
• Not afraid to ask for help – you know how to use the team to get the best outcome
• Open to variety and participating in projects
You’ll also ideally have:
• Strong attention to detail and a customer-first mindset
• Solid admin and systems confidence (Office 365; CRM experience highly regarded)
• A problem-solving approach
Pacvac Perks
At Pacvac, we’re more than just a workplace – we’re a passionate, close-knit team that values creativity, collaboration, and having fun along the way. We’re proud of our supportive, high-energy culture where you’re truly part of the team and your ideas are welcomed and valued.
We offer a competitive salary aligned with industry standards, along with great perks like regular catered lunches, a stocked snack and candy bar, free fruit, additional wellbeing leave, and a fully stocked kitchen (although you’ll rarely need it with the amazing food our team loves to share). Good music, a casual environment, and genuine connections are all part of everyday life here.
Our warehouse and offices reflect our culture – with table tennis, darts, pool, and even a basketball hoop fueling our strong (and friendly!) sporting spirit. Not into sports? No problem. Our active wellness program and social activities make it easy to connect within our diverse, multicultural team.
Our employees feel invested in and truly connected to their workplace. Pacvac invests in its people, and it shows – with team members who’ve been with us for over to 26 years.
Everything we do is guided by our values:
• Be a game changer
• Be results orientated
• Be caring
• Have fun
So if you’re looking for a workplace where you can do great work, feel supported, and actually enjoy coming to work – Pacvac could be the place for you.
