Background information about the job or company (e.g., role context, company overview)

We are recruiting for a Customer Service Consultant to join our Business Development Centre located in Southport.

The Business Development Centre (Hub) is the heartbeat of Frizelle Sunshine Automotive. The right candidate will be provided with 2-week’s comprehensive, classroom style training through our training academy.

Frizelle Sunshine Automotive have proudly been established on the Gold Coast for over 30 years and supports the career growth of over 1,000 team members. As a family focused business our ethos is built on customer experience and these values will continue to ensure our success and sustainability for many, many years to come.

Responsibilities or duties

Role Overview:

We’re looking for a detail-oriented and highly organised Customer Service Consultant to manage our day-to-day administration tasks, customer relationship management and inbound phone enquiries. You’ll be the first point of contact for customers, ensuring exceptional service via phone, email, live chat and across customer CRM platforms, while keeping our systems accurate and up to date.

Inbound Call Handling:

• Answer incoming calls promptly and professionally.
• Qualify enquiries, gather necessary information, and record details.
• Transfer calls or take messages for the appropriate team members.
• Make service bookings on behalf of multiple brands.
• Provide accurate information to customers and resolve basic queries.

Customer Communication & Support:

• Handle inbound enquiries through Podium chat, SMS, calls, and review tools.
• Follow up with leads and customers to maintain relationships and encourage repeat business.
• Send automated and manual review requests to customers after service completion.

Qualifications or requirements (e.g., education, skills)

Skills & Experience Required:

• Proven experience in administration, CRM management, or customer service.
• Experience handling high volumes of inbound calls in a professional setting.
• Strong written and verbal communication skills.
• Excellent organisational skills with the ability to multitask and prioritise.
• Tech-savvy, with the ability to quickly learn new software.
• Data-driven mindset with basic reporting and analysis skills.

Experience needed

Proven experience in administration, CRM management, or customer service.

Experience handling high volumes of inbound calls in a professional setting.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Success Measures:

• Call answer rate and quality of call handling.
• CRM data accuracy and completeness.
• Lead response times and follow-up rates.
• Customer satisfaction scores / positive review volume.
• Task completion within agreed timeframes.

Why You’ll Love Working Here:

• Career Development: We’ll invest in your training from Podium CRM skills to leadership development with clear pathways to roles like Sales Representative, Service Advisors, Team Leader or Operations Coordinator.
• Remote Opportunities: High Performers have the opportunity to apply for Remote positions.
• Variety & Impact: Every day is different, and you’ll play a key role in creating a smooth, positive experience for our customers.
• Supportive Culture: Work with a team that values collaboration, learning, and celebrating wins.

The right candidate will be provided with 2-week’s comprehensive, classroom style training through our training academy.

• Answer incoming calls promptly and professionally.
• Qualify enquiries, gather necessary information, and record details.
• Transfer calls or take messages for the appropriate team members.
• Make service bookings on behalf of multiple brands.
• Provide accurate information to customers and resolve basic queries.
• Handle inbound enquiries through Podium chat, SMS, calls, and review tools.
• Follow up with leads and customers to maintain relationships and encourage repeat business.
• Send automated and manual review requests to customers after service completion.

• Proven experience in administration, CRM management, or customer service.
• Experience handling high volumes of inbound calls in a professional setting.
• Strong written and verbal communication skills.
• Excellent organisational skills with the ability to multitask and prioritise.
• Tech-savvy, with the ability to quickly learn new software.
• Data-driven mindset with basic reporting and analysis skills.

• Proven experience in administration, CRM management, or customer service.
• Experience handling high volumes of inbound calls in a professional setting.
• Strong written and verbal communication skills.
• Excellent organisational skills with the ability to multitask and prioritise.
• Tech-savvy, with the ability to quickly learn new software.
• Data-driven mindset with basic reporting and analysis skills.