Liberator Australia is excited to announce an opening for a full-time Customer Service and Administration Officer. This position is perfect for a passionate individual dedicated to promoting communication solutions for non-speaking individuals and their supporter networks.

About Us:

Liberator provides augmentative and alternative communication (AAC) devices, accessories and services for people with communication support needs, their families, and their support networks. Liberator is part of PRC-Saltillo, which has been a leading innovator in the highly specialised field of voice-output communication since 1966. Apart from Australia, it has subsidiaries in the UK, Germany, and Canada.

Building personal connections with each other and those we support is a cornerstone of Liberator's company values. As a part of our fast-growing organisation, you will join a supportive and close-knit team spread across Australia.

The key responsibilities of this role are:

• Manage 15-25 phone calls per day, providing frontline support and call triage.
• Resolve customer enquiries efficiently and accurately to maintain high customer satisfaction levels.
• Create and triage support tickets, assessing priority levels and urgency appropriately.
• Deliver basic troubleshooting and configuration support for communication devices (full training provided).
• Monitor and follow up on all open ticket statuses within the organisation.
• Manage device repair returns effectively.
• Maintain and update customer data records.
• Perform outbound customer support and warranty calls as needed.
• Support various administrative tasks across sales, device trials and shipping operations.
• Complete general administration duties as required.
• Support ongoing improvements to enhance the customer experience.

Our ideal candidate will meet the following criteria:

• Minimum 2 years experience in a customer service and/or administration role.
• Excellent phone contact and active listening skills.
• Proficiency in Microsoft 365 suite (Outlook, Teams, Excel, Word).
• Proficiency in using and learning other software and technology.
• Previous experience working in allied health or disability will be highly regarded.

Application Process:

Please apply with your CV and a cover letter addressing the above criteria and explaining why you would like to work with Liberator. Applications without a cover letter will not be considered.

If you have any questions regarding the role please email Paul Warner - [email protected].