Customer Service Representative

UltraPlus Service is the authorised after-sales service and repair partner for Roborock and Segway in Australia. We deliver high-quality repairs and technical support to our retail and end-user customers, and we're growing our Dandenong South customer support team to meet increasing demand.

The Customer Service Representative is responsible for providing high-quality customer service and technical support to both customers and retail partners. The role involves handling inbound calls, troubleshooting issues, guiding customers through return and repair processes, managing support emails, and resolving escalated cases and complaints promptly and professionally.

Key Responsibilities

• Handle inbound calls from customers and retail stores in a professional, friendly, and efficient manner.
• Provide accurate product information, troubleshooting guidance, and repair or return instructions.
• Assist customers and stores in lodging service requests, return authorizations, or warranty claims.
• Escalate complex issues to the relevant department and ensure timely follow-up.
• Guide customers and store staff through basic diagnostic steps to identify faults or issues.
• Accurately record all service and repair cases in the CRM or service management system.
• Coordinate with the repair center, logistics, and admin teams to ensure efficient case handling.
• Support customers in tracking the status of their repairs or replacements.
• Manage support inboxes for store and customer enquiries, ensuring all emails are responded to promptly and accurately.
• Draft clear, polite, and professional written responses consistent with company communication standards.
• Maintain complete and accurate records of all email and phone interactions.
• Proactively manage and close escalated cases and complaints, ensuring satisfactory resolution and documentation.
• Identify and elevate recurring issues to supervisors for review and process improvement.
• Maintain a calm and professional demeanor when handling difficult or upset customers.
• Contribute to improving service quality through feedback and suggestions.
• Work closely with the Team Leader and other service teams to meet daily KPI targets such as response time, resolution rate, and customer satisfaction.
• Participate in regular training and coaching sessions to improve product and service knowledge.
• Support cross-functional communication between the call center, warehouse, and repair teams.

Skills & Experience

• 1–3 years' experience in a call center, customer service, or technical support role.
• Excellent telephone communication and email writing skills.
• Experience in troubleshooting or guiding customers through service/repair processes.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Proficiency with CRM or ticketing systems, and basic computer literacy (Microsoft Office, email systems).
• Experience in consumer electronics or small appliances industry preferred.
• Australian work rights required for this position.

Key Attributes

• Professional, patient, and customer-focused attitude.
• Strong problem-solving and active listening skills.
• Calm under pressure and able to handle complaints effectively.
• Reliable, punctual, and committed to service excellence.
• Positive team player with a willingness to learn and grow.

What we offer — why join UltraPlus Service

• Supportive, quality-focused team environment with clear escalation and mentorship pathways.
• Competitive salary + super, leave entitlements, and award-aligned conditions.
• Opportunities for career progression into supervisory, service-coordination or technician-liaison roles.
• Exposure to cutting-edge consumer robotics and personal-mobility products.