Customer Service Officer

Job Description

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At Link Resources, we strive to be the provider of choice by delivering high quality, compliant training to the heavy industry while fostering a client-focused culture. Link Resources operates nationally, with facilities in Queensland, South Australia, Victoria and Tasmania.

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As we move into another growth phase, an exciting opportunity has become available for a proactive and commercially aware Customer Service Officer. The position will be based at our facility in Cannon Hill, Brisbane, with occasional opportunities to travel to other Link Resources facilities and client sites.

\n

About the Role:
\n As a Customer Service Officer, you will play an important role in creating a positive client experience from the first interaction with Link Resources.

\n

A significant part of the role involves managing inbound client enquiries, particularly by telephone. You'll take the time to understand why a customer is contacting us, provide accurate information about our courses and services, identify potential opportunities and ensure each enquiry is either resolved or connected with the right person within the business.

\n

You'll work closely with our Sales and Service Delivery teams to ensure customers receive timely, accurate and coordinated support.

\n

This is a customer service role with a commercial mindset. You'll be comfortable recognising opportunities to introduce relevant Link Resources services or involve the appropriate sales team member, without losing sight of the customer's needs.

\n

Key Responsibilities:

\n

Inbound Enquiry Management: Manage a high volume of inbound customer enquiries professionally, creating a positive first impression and understanding the customer's actual requirements.

\n

Client Service: Provide accurate information about Link Resources' courses, services, locations and general offerings, and resolve enquiries where appropriate.

\n

Needs Identification & Qualification: Ask the right questions to understand customer requirements and identify potential training or service opportunities.

\n

Internal Coordination: Connect customers with the appropriate Account Manager, Sales, Service Delivery or other internal team member when further assistance is required.

\n

Opportunity Identification: Recognise relevant cross-sell and upsell opportunities and ensure they are appropriately progressed within the business.

\n

Follow-up & Coordination: Ensure important enquiries, commitments and follow-up actions are captured and progressed so that opportunities and customer requests are not lost.

\n

CRM Management: Maintain accurate customer and lead information, including interactions, enquiries, opportunities and follow-up activities.

\n

Customer Experience: Build positive relationships with customers and contribute to a consistently professional and responsive client experience.

\n

Team Support: Work collaboratively with internal teams to help ensure a smooth and efficient service delivery experience.

\n

Skills and qualifications

\n

Proven experience in customer service, client service or a similar customer-facing role.

\n

Strong communication and interpersonal skills, with the ability to build rapport quickly and communicate confidently by telephone.

\n

A genuine ability to listen, ask questions and understand what a customer actually needs.

\n

Commercial awareness and confidence identifying appropriate opportunities to support business growth.

\n

Excellent problem-solving skills and the ability to determine when an enquiry can be resolved directly or needs to be referred to another team member.

\n

Ability to multitask, prioritise and manage time effectively in a fast-paced environment.

\n

Strong attention to detail and the ability to maintain accurate CRM information and follow-up actions.

\n

Familiarity with CRM systems and Microsoft Office Suite.

\n

Previous experience in an RTO and/or heavy industry environment will be highly regarded.

\n

What you'll bring / What success looks like

\n

You will be proactive, organised and customer-focused, with the confidence to take ownership of an enquiry from the moment it comes in through to the appropriate resolution or handover.

\n

You will be someone who doesn't simply pass a customer on — you understand their requirement, provide what information you can, capture the important details and make sure they reach the right person or solution.

\n

Success in this role will mean customers receive a professional and responsive experience, enquiries are managed effectively, opportunities are identified and the wider Link Resources team has the information it needs to deliver the right outcome for the client.

\n

Customer Service Officer

\n

About the opportunity

\n

At Link Resources, we strive to be the provider of choice by delivering high quality, compliant training to the heavy industry while fostering a client-focused culture. Link Resources operates nationally, with facilities in Queensland, South Australia, Victoria and Tasmania.

\n

As we move into another growth phase, an exciting opportunity has become available for a proactive and commercially aware Customer Service Officer. The position will be based at our facility in Cannon Hill, Brisbane, with occasional opportunities to travel to other Link Resources facilities and client sites.

\n

About the Role:
\n As a Customer Service Officer, you will play an important role in creating a positive client experience from the first interaction with Link Resources.

\n

A significant part of the role involves managing inbound client enquiries, particularly by telephone. You'll take the time to understand why a customer is contacting us, provide accurate information about our courses and services, identify potential opportunities and ensure each enquiry is either resolved or connected with the right person within the business.

\n

You'll work closely with our Sales and Service Delivery teams to ensure customers receive timely, accurate and coordinated support.

\n

This is a customer service role with a commercial mindset. You'll be comfortable recognising opportunities to introduce relevant Link Resources services or involve the appropriate sales team member, without losing sight of the customer's needs.

\n

Key Responsibilities:

\n

\n
• \n

  Inbound Enquiry Management: Manage a high volume of inbound customer enquiries professionally, creating a positive first impression and understanding the customer's actual requirements.

\n
• \n

  Client Service: Provide accurate information about Link Resources' courses, services, locations and general offerings, and resolve enquiries where appropriate.

\n
• \n

  Needs Identification & Qualification: Ask the right questions to understand customer requirements and identify potential training or service opportunities.

\n
• \n

  Internal Coordination: Connect customers with the appropriate Account Manager, Sales, Service Delivery or other internal team member when further assistance is required.

\n
• \n

  Opportunity Identification: Recognise relevant cross-sell and upsell opportunities and ensure they are appropriately progressed within the business.

\n
• \n

  Follow-up & Coordination: Ensure important enquiries, commitments and follow-up actions are captured and progressed so that opportunities and customer requests are not lost.

\n
• \n

  CRM Management: Maintain accurate customer and lead information, including interactions, enquiries, opportunities and follow-up activities.

\n
• \n

  Customer Experience: Build positive relationships with customers and contribute to a consistently professional and responsive client experience.

\n
• \n

  Team Support: Work collaboratively with internal teams to help ensure a smooth and efficient service delivery experience.

\n

\n

Skills and qualifications

\n

\n
• \n

  Proven experience in customer service, client service or a similar customer-facing role.

\n
• \n

  Strong communication and interpersonal skills, with the ability to build rapport quickly and communicate confidently by telephone.

\n
• \n

  A genuine ability to listen, ask questions and understand what a customer actually needs.

\n
• \n

  Commercial awareness and confidence identifying appropriate opportunities to support business growth.

\n
• \n

  Excellent problem-solving skills and the ability to determine when an enquiry can be resolved directly or needs to be referred to another team member.

\n
• \n

  Ability to multitask, prioritise and manage time effectively in a fast-paced environment.

\n
• \n

  Strong attention to detail and the ability to maintain accurate CRM information and follow-up actions.

\n
• \n

  Familiarity with CRM systems and Microsoft Office Suite.

\n
• \n

  Previous experience in an RTO and/or heavy industry environment will be highly regarded.

\n

\n

What you'll bring / What success looks like

\n

You will be proactive, organised and customer-focused, with the confidence to take ownership of an enquiry from the moment it comes in through to the appropriate resolution or handover.

\n

You will be someone who doesn't simply pass a customer on — you understand their requirement, provide what information you can, capture the important details and make sure they reach the right person or solution.

\n

Success in this role will mean customers receive a professional and responsive experience, enquiries are managed effectively, opportunities are identified and the wider Link Resources team has the information it needs to deliver the right outcome for the client.

\n

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