At Brisbane Taps Toilets and Drains we know that great customer service isn’t just about answering phones — it’s about creating trust from the very first call.

As a Customer Service Representative, you’ll play a key role in shaping the customer experience and helping our business grow through meaningful conversations, problem-solving, and smart scheduling. You’ll be the calm, professional voice that clients rely on and the organised brain behind efficient bookings and smooth daily operations.

If you love speaking with people, solving problems, and being part of a high-performing team, this is your opportunity to make a real difference in a business that values communication, customer care, and team culture.

Key Responsibilities and Duties:

Provide a Premium Customer Experience

Answering all incoming calls

Call customers to confirm and finalise job bookings clearly and professionally

Ensure customers understand the scope of work, pricing, and terms — no surprises

Handle general inquiries and minor complaints with patience, clarity, and care

Make outbound follow-up and "happy calls" to ensure a great experience and identify improvement areas

Support Daily Operations and Job Flow

Assist with scheduling and dispatch coordination to help manage technician capacity

Work with the Call Centre and Marketing Manager to handle bookings from all inbound sources

Ensure accurate customer information is recorded and updated in our systems (e.g. Service M8, GHL)

Help Drive Growth Through Quality Communication

Confidently communicate our pricing structure and upsell value-added services like the Home Protection Plan

Use prescribed scripts and systems to clearly explain benefits, pricing, and next steps

Proactively assist with minor IT, communication systems, or marketing tasks when needed

Stay Organised, Accountable, and Reliable

Keep well-organised records and complete all required reports on time

Maintain a "can-do" attitude and tackle ad hoc duties or projects as directed

Work closely with the management team to meet operational goals and provide feedback from customers

Contribute to a calm, professional, and supportive culture in the office

Skill Requirements:

Clear, confident communicator with a great phone manner

Strong organisational and multitasking ability

Self-motivated with a solutions-first approach

Competent with Microsoft Office and general computer systems

Bonus: Experience with scheduling, dispatching, or customer databases

Why You’ll Love Working With Us:

You’re the voice of the brand – and we back you with the right tools, scripts, and support

Your role is respected – You’re not just taking bookings. You’re building trust

You’ll work with a great team – Friendly, fast-paced, and always ready to help

Opportunities to grow – Be part of a company that develops and promotes from within

A stable, structured role – With clear expectations and achievable daily goals

KPI’s (Key Performance Indicators):

Bookings finalised accurately and within timeframes

Customer satisfaction follow-ups and feedback logged

Capacity planning and technician utilisation supported

Call handling, documentation, and reporting completed efficiently

Ad hoc tasks completed proactively and professionally