Senior Customer Service Specialist

Senior Customer Service Specialist, are you there?

Hey there! We're looking for a Senior Customer Service Specialist for an established Australian security and locksmith services company. If you have experience handling high-volume customer enquiries, are confident working across multiple systems, and know how to keep customers feeling supported even when things get stressful or unclear, keep reading!

100% Remote
Salary in AU$2,200–AU$2,500 per month
Philippines – Reporting to the Australian team from 8:00AM-5:00PM AEST
Full Time

About our client
Our client is an established Australian security and locksmith services company with a strong local presence and well-recognised brand.

As the first point of contact for customers, the Central Service team handles a high volume of enquiries every day, from job updates and appointments to urgent requests.

They're looking for an experienced Senior Customer Service Specialist who is composed, professional, and positive, with the ability to listen carefully, clarify customer needs, and ensure each enquiry reaches the right team.

About RunRemote
Our mission is to help connect the top-rated remote talent with the world's best job opportunities. Our key markets and clients are located in the US, AUS, UK & Canada just to name a few. All of our roles are full-time and 100% remote, cutting out the daily commute, and providing top-rated talent with the best job opportunities, all from the comfort of their home.

In your day-to-day, you will:

Customer Service & Experience

• Serve as the first point of contact for customer enquiries across phone, email, and other communication channels.

• Handle a high volume of inbound calls while providing friendly, professional, and solution-focused service, particularly when customers are stressed, confused, or dealing with time-sensitive situations.

• Listen carefully to customers, ask the right questions, and clarify unclear or ambiguous enquiries to understand what they need.

• Triage customer enquiries and determine the appropriate department, team, or person to action each request.

• Provide first-contact assistance where possible and escalate enquiries to the appropriate internal team when required.ce where possible and escalate enquiries to the appropriate internal team when required.

Service Coordination & Administration

• Gather and accurately record customer information, job details, and service requests, maintaining accurate records in Simpro.

• Create, update, and allocate jobs and enquiries in Simpro, ensuring they are directed to the appropriate department or team.

• Respond to and manage customer enquiries through the Outlook service inbox.

• Liaise with internal teams and follow up on outstanding requests to ensure enquiries are actioned and resolved in a timely manner.

• Follow established SOPs and workflows while developing a strong understanding of the company's services and internal teams to ensure enquiries are handled consistently and directed appropriately.

Skills you have:

• 3+ years of experience in customer service, customer support or similar frontline customer-facing roles.

• Proven experience working in a high-volume customer service environment, managing phone calls, emails, job records, and internal coordination simultaneously while maintaining accuracy and efficiency.

• Excellent verbal and written English communication skills, with the ability to communicate clearly and professionally with a wide range of customers.

• Highly composed and confident when dealing with ambiguity, unclear requests, and stressed customers, with strong listening and questioning skills to quickly understand customer needs and determine the appropriate next step.

• Highly organised and detail-oriented, with strong data-entry and record-keeping skills and the ability to confidently learn and navigate multiple systems and software.

• Strong ability to coordinate with multiple internal teams and ensure customer requests reach the right person or department.

• Reliable and consistent, with a strong sense of ownership and accountability.

• Naturally positive, friendly, and customer-focused, with the ability to bring good energy to every customer interaction.

• Comfortable learning technical products, services, and terminology without needing to be a technical expert from day one.

Skills that will make you stand out:

• Experience working in high-volume environments such as airlines, healthcare/medical, insurance, contact centres, hospitality, or other service-based industries, ideally handling 80+ inbound calls or customer interactions per day.

• Experience using Simpro, 3CX, or similar job management, CRM, ticketing, or phone systems.

• Experience working within trades, field services, security, locksmithing, or other technical service businesses.

• Experience working with Australian customers or within an Australian business environment.

You'll be entitled to:

• Great opportunities for career growth

• Opportunity to work in an amazing environment