Who should apply?

We are looking for an experienced, professional Customer Service Officer to join our team in Melbourne. This dynamic role is perfect for someone who takes pride in resolving customer support matters, providing outstanding levels of service, contributing to efficient team processes and taking ownership of your work.

Who are we?

The Australian Fitness Academy is Australia’s leading fitness course provider, graduating over 30,000 students since 1993. We are committed to providing the highest quality courses and support services to assist our students in creating rewarding careers as Fitness Instructors and Personal Trainers.

About the position

The Customer Service Officer plays a critical role in supporting our students throughout their journey with AFA, being the key point of contact for any payment-related matters and providing administrative assistance from enrolment right through to completion.

This position is part-time (22.5 hours per week) commencing ASAP.

Key Responsibilities:

Customer Service:

Coordinate customer services for students requiring assistance with payments including; change of account, amendments to payments, payment status, disputed transactions, part and final payments

Coordinate and respond to student withdrawal requests, cancellations and level 2 complaints

Monitor and respond to Paysmart notifications including; incorrect account details and payment defaults

Accurately record amendments in Paysmart and Xero

Liaise with Accounts for non-financial students

Monitor active and inactive students and respond accordingly

Administration:

Course enrolments – follow department processes to accurately enter data into our Student Management System (Wisenet), set up direct debit plans and enrol students into relevant course offers

Course completions – Assist with monitoring and processing student course completions

Invoices and receipts – entering payments into the ledger, issue of invoices and receipts using Xero

Processing paid and complimentary extensions

Customer service and reception – provision of excellent customer service in dealing with students, phone enquiries, mail and deliveries

Preparation of course resources including manuals, timetables and welcome packs

Monitoring and responding to emails in the administration inbox

Preparation of classes including first aid equipment

The successful applicant will have:

Excellent verbal and written communication skills

Excellent conflict and problem-resolution skills with a customer service approach

Strong organisational skills and attention to detail

Advanced computer skills including proficiency with Microsoft Office (Excel) and financial software (Xero – preferred)

Initiative and the ability to work both autonomously and as part of a team

Ability to create positive relationships with customers, staff and suppliers

Employment experience in a customer service-focused sector and in a role that includes handling customer appeals/complaints

Experience using client management systems

The following are desirable:

A qualification in administration, business or similar

Understanding of vocational education and the fitness industry

An interest in fitness and exercise

For a job description or more information, please contact [email protected] or call (03) 9532 7800.

Applications close 5pm Friday, May 2nd.