Benefits & Perks

A paid day off for your birthday

Full time role with an immediate start

Structured onboarding and training

On-site car parking

Longer-term career prospects in a growing tech-based business

Opportunity to shape and improve client engagement processes

Work with a passionate team in a niche retail industry

About The Role

We are seeking a proactive Experienced Customer Service Representative with a strong technical aptitude to join our established team in the Gold Coast. This is a key role focused on supporting our software products to drive client satisfaction, whilst fostering strong relationships, and contributing to the continual improvement of our customer success framework.

You’ll be working in a fast-paced, structured environment where your input into systems, processes, and service innovation is highly valued. This is a hands-on Customer Success role focused on client support and delivery, with opportunities to broaden your responsibilities as you gain experience.

Responsibilities

This role provides our clients exceptional support and training on software produced by Retail Edge Consultants.

The key responsibilities include:

Deliver high-quality customer support via phone, email, CRM’s and other communication platforms

Proactively manage client relationships and ensure consistent satisfaction and retention

Deliver structured training to new and existing clients based on our product offering

Collaborate with internal teams to improve client outcomes and enhance product effectiveness

Contribute to refining knowledge bases, testing procedures, and client communication workflows

Identify client needs and provide tailored recommendations on our products and services

Participate in rotating weekend and public holiday support

What We’re Looking For

Essential Experience & Skills:

5+ years experience in customer services, account management, or technical support roles

Demonstrated experience working within structured, process-driven teams

Proven success in managing customer accounts and building long-term client relationships

Strong written and verbal communication, problem-solving and organisational skills

Technically competent with experience in software and technology products

Adaptable and solutions-focused mindset

Ability to mentor others and contribute to team improvement initiatives

Possesses a positive can-do attitude

Desirable:

Experience in software, retail technology, data-related products or the jewellery retail sector

Familiarity with POS software systems

Proficient in using Zoho Desk or other similar CRM products

About Retail Edge Consultants

Retail Edge Consultants is a market leader in providing Point of Sale (POS), Stock Management, and Business Intelligence solutions for independent jewellery retailers and suppliers across Australia and New Zealand. We are committed to helping our clients succeed through smart technology and proactive service.

We are a progressive dynamic company, well respected in our marketplace, and leaders in our field.