Customer Service Officer (Onsite)

About the Team

Equity Connect Outsourced (ECO) builds high-performing offshore teams that help businesses scale with speed, structure, and care. We partner with clients across functions and industries to provide dependable, skilled support that strengthens operations and unlocks growth.

In this role, you will support a national transport services business serving corporate, airline, travel, and premium clients across Australia. They manage time-sensitive transport requirements across multiple communication channels and booking platforms, where accuracy, responsiveness, and exceptional customer service are essential.

The Role (Your Day-to-Day)

As a Customer Service Officer, you will be the first point of contact for clients, passengers, chauffeurs, suppliers, and internal stakeholders across Australia.

You’ll deliver exceptional customer service across phone, email, live chat, and multiple client booking platforms while ensuring bookings and enquiries are managed accurately and efficiently.

This role is suited to someone who thrives in a fast-paced environment, enjoys multitasking, and has a genuine passion for delivering outstanding customer experiences. You’ll work across a range of internal and external systems, embrace technology and process improvements, and contribute to delivering the reliable and seamless premium transport service our client is known for.

Success in this role requires excellent communication, attention to detail, sound judgement, adaptability, accountability, and a commitment to continuous improvement while demonstrating our values in every customer interaction.

• Key Responsibilities (What You’ll Do)
• As a Customer Service Officer, you will be expected to:
• Deliver exceptional customer service across phone, email, live chat, and client booking platforms.
• Create, amend, and manage bookings accurately within the client's reservation systems.
• Monitor shared mailboxes and client portals, ensuring enquiries are actioned within established service standards.
• Work confidently across multiple internal and client systems while embracing new technology and process improvements.
• Resolve customer enquiries and collaborate with Operations and other internal teams to achieve the best customer outcomes.
• Complete daily operational tasks and assigned checklists while maintaining accuracy and attention to detail.
• Escalate complex, urgent, or service-critical enquiries when appropriate.
• Contribute ideas and feedback that improve workflows, service quality, and the overall customer experience.
• Build positive relationships with customers, chauffeurs, suppliers, and colleagues consistently.

Requirements (What You Need to Be Successful)

• Experience in customer service, reservations, administration, hospitality, travel, transport, or a contact centre environment.
• Excellent written and verbal English communication skills.
• Strong multitasking, organisational, and time-management skills.
• High attention to detail, with the ability to accurately interpret customer requests and booking information.
• Sound judgement, problem-solving skills, and the ability to work independently when required.
• Confidence using Microsoft Office, Google Workspace, and web-based applications, with the ability to learn new systems and client portals quickly.
• Reliability, punctuality, adaptability, and a strong commitment to delivering exceptional customer service.
• A positive attitude and willingness to learn, collaborate, and contribute to a high-performing team.
• Ability to work rotating shifts, including weekends and public holidays, within a 24/7 operational environment.
• Willingness and ability to work fully onsite at ECO Tower in BGC.

Nice to Have (Your Advantage)

• Experience within transport, travel, aviation, hospitality, logistics, or another high-volume service industry.
• Experience using reservation systems, CRM platforms, live chat applications, or client booking portals.
• Experience working in a KPI-driven customer service environment.
• Exposure to Australian customers, clients, or business operations.
• A passion for continuous learning, technology, process improvement, and delivering exceptional customer experiences.