Position Title: Customer Service Representative
Location: Berkeley Vale 2261 NSW
Reporting to: Customer Service Manager
Department: Customer Service
Type: Full-Time

Company Overview:

Burgtec is a dynamic and forward-thinking Australian office furniture manufacturer that is experiencing rapid growth in the industry. With a commitment to innovation and quality, Burgtec has established itself as a leader in the market.

Burgtec Vision: To make the selection and delivery of furniture the easiest part of any commercial project

Burgtec Mission: Being a trusted furniture partner by delivering real value and certainty through every step of the process.

Position Summary

The Customer Service Representative is responsible for providing exceptional service to customers by responding to enquiries, resolving issues, and ensuring a high level of customer satisfaction. This role acts as the first point of contact for our clients and plays a critical role in building and maintaining strong customer relationships.

Key Responsibilities

Customer Interaction & Support

Respond to customer enquiries via phone, email, live chat in a timely and professional manner.

Provide accurate product, service, and order information.

Resolve customer complaints with patience and empathy, following company protocols and escalation procedures.

Process orders, forms, applications, and requests accurately.

Documentation & Systems Management

Maintain detailed and up-to-date records of customer interactions in the CRM system.

Ensure accurate logging of enquiries, issues, and follow-up actions.

Follow internal procedures for customer data management and reporting.

Collaboration & Cross-Department Coordination

Work closely with internal departments (Projects, Logistics, Warehouse, Production) to ensure seamless service delivery.

Liaise with relevant stakeholders to track order status and resolve fulfilment issues.

Support internal initiatives that improve customer service operations and inter-team efficiency.

Product & Process Knowledge

Stay informed on product knowledge, company policies, and service updates.

Continuously improve understanding of internal systems and tools, including CRM and AI platforms.

Meet or exceed performance metrics such as customer satisfaction scores, call resolution time, and ticket handling efficiency.

Qualifications & Skills

Minimum 2+ years of customer service experience in a fast-paced environment.

Excellent verbal and written communication skills.

Strong problem-solving skills and the ability to remain calm under pressure.

Proficient in using customer service software, CRMs (e.g. HubSpot, Zendesk, Salesforce), and Microsoft Office Suite.

Ability to work independently and collaboratively in a team setting.

Proficient in using AI tools and technologies to enhance customer service efficiency and effectiveness.

High attention to detail and strong organisational skills.