Customer Support Officer

We’re looking for a Customer Support Officer who genuinely enjoys helping people, solving problems and turning challenging customer situations into positive outcomes.

For the most part, when customers contact our Customer Support team, it’s because they need help. They might be calling for technical support, trying to diagnose an issue, reporting a product fault, making a warranty claim, or because they’ve damaged their trailer and need to understand what happens next.

Every enquiry is different. Some will be resolved with a quick conversation, while others will require investigation, troubleshooting and coordination across several teams.Your job is to listen, investigate, problem-solve, take ownership and work towards the best reasonable outcome,while making sure the customer feels heard and supported throughout the process.

ABOUT US:

Patriot Campers and its group of companies who specialise in the design and manufacture of quality and award winning camper trailers, toy haulers and off road accessories. We manufacture and sell directly from the company's premises in Queensland and also through a distribution network of dealers located across Australia and internationally. Our mandate is to focus on producing quality products, and continue to innovate and strive to exceed our customer expectations by providing outstanding customer service and care.

ABOUT THE ROLE:

As a Customer Support Officer, you’ll be a key point of contact for customers requiring assistance with product, warranty, service, parts and general support enquiries.

You’ll manage customer matters from initial enquiry through to resolution, working with our technical, engineering, production, purchasing, parts and service teams to get the information and answers you need.

This isn't a role where you simply log a ticket and pass it on.

We want someone who takes ownership, follows things through and asks, “What can I do to move this forward?”

You’ll also develop strong product knowledge over time, allowing you to independently troubleshoot and resolve an increasing number of customer enquiries.

WHAT YOU'LL BE DOING

• Responding to customer enquiries via phone and email.
• Providing first-line technical support and helping customers troubleshoot and diagnose product issues.
• Supporting customers who may be experiencing urgent issues while travelling and helping coordinate the assistance required to get them back on the road.
• Listening to customers and gathering the information needed to properly understand and investigate their concerns.
• Managing customer support tickets through HubSpot from initial enquiry to resolution.
• Investigating product faults, warranty claims, service requirements, accidental damage and parts enquiries.
• Coordinating with Technical Support, Engineering, Production, Purchasing, Parts & Service and other teams to resolve customer issues.
• Keeping customers informed throughout the process and setting realistic expectations around next steps and timeframes.
• Having confident and respectful conversations regarding warranty coverage, chargeable repairs, user-related issues and other situations where the customer may not receive the outcome they initially requested.
• Negotiating practical solutions that balance a positive customer experience with company policies and commercial considerations.
• Raising orders for warranty and chargeable parts and services.
• Following up open enquiries and making sure issues don't disappear into the “someone else is dealing with it” pile.
• Maintaining accurate and detailed customer records.
• Identifying recurring product issues and ensuring they are communicated to the appropriate teams for investigation and improvement.
• Escalating significant customer or brand risks when required.
• Contributing ideas to continuously improve our customer support processes and overall customer experience.

ABOUT YOU

You’ll be someone who is naturally helpful but also confident, resilient and commercially aware.

You'll ideally bring:

• Strong customer service or customer support experience.
• Excellent listening skills and the patience to properly understand a customer's concern.
• Strong problem-solving skills and the ability to work logically through an issue.
• Confidence managing difficult or emotionally charged conversations.
• Strong negotiation skills and the ability to work towards practical solutions.
• Clear and professional written and verbal communication.
• The ability to explain a decision respectfully, even when it isn't the answer someone wants to hear.
• A calm and level-headed approach under pressure, particularly when a customer requires urgent assistance.
• Strong organisation and follow-up skills.
• The ability to manage multiple open matters and competing priorities.
• Good judgement and an understanding of when to resolve something yourself and when to elevate.
• Confidence learning technical information and asking questions when you don't know the answer.
• Strong attention to detail and accurate record keeping.
• Experience with HubSpot or another CRM/ticketing platform would be advantageous.
• Experience in automotive, caravans, RVs, manufacturing, technical products, warranty, service or aftersales environments would be highly regarded, but attitude, communication skills and your approach to problem-solving are equally important.

WORKING HOURS

This is afull time position working 9 days per fortnight (average 38 hrs per week).

Hours of operation are :

Week 1 - 7:00 am - 4:00 pm (Monday - Thursday) and 7.00am -3.30pm (Friday)

Week 2 - 7:00 am - 4:00 pm (Monday - Thursday) and RDO (Friday)

You must have full Australian Work Rights.

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