Customer Service Operator – Sydney

Be the first point of contact delivering exceptional client experience

Ready to be the voice of efex and ensure every client interaction is handled with professionalism and care?

At efex, no two days are the same. As a Customer Service Operator, you’ll play a key role in delivering a seamless client experience, managing incoming calls, triaging requests, and ensuring issues are directed to the right teams quickly and accurately.

Who We Are

With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services providers.

We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.

Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first – our clients and our team.

The Role

Based in our Sydney CBD team, you’ll be the first point of contact for our clients, setting the tone for every interaction. You’ll manage incoming calls, assess client needs, and ensure requests are accurately logged and directed for timely resolution. Work hours: 9am – 5pm, Monday to Friday.

In this role, you’ll:

• Answer incoming customer calls promptly and professionally, following company processes and guidelines
• Act as the first point of contact for all inbound client enquiries
• Identify customer needs and provide appropriate solutions or next steps
• Gather and document key information to assess and prioritise requests
• Escalate complex or unresolved issues to the relevant teams
• Accurately log all interactions and service requests in Salesforce
• Handle customer enquiries, concerns and complaints with empathy and efficiency
• Collaborate with internal teams to ensure a smooth and timely resolution
• Contribute to improving service processes and outcomes
• Stay up to date with services, systems and internal processes

About You

You’re a confident communicator who thrives in a fast-paced environment and enjoys helping people. You bring a calm, solutions-focused approach and take pride in delivering a great client experience.

You will have:

• Experience in a customer service or call centre environment
• Strong verbal communication and active listening skills
• The ability to stay calm and prioritise under pressure
• High attention to detail when capturing and documenting information
• Confidence using systems and technology (Salesforce experience is a plus)
• A professional, friendly and team-oriented approach

What We Offer

• Competitive salary: we recognise your expertise
• Supportive, down-to-earth culture: collaboration and respect are at the core of our team
• Birthday leave: celebrate your day, on us
• Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing

If you enjoy helping people, solving problems and being part of a fast-moving team, apply now and take the next step in your career with efex.

Please note: all shortlisted candidates will be required to complete a National Police Check.

• Answer incoming customer calls promptly and professionally, following company processes and guidelines
• Act as the first point of contact for all inbound client enquiries
• Identify customer needs and provide appropriate solutions or next steps
• Gather and document key information to assess and prioritise requests
• Escalate complex or unresolved issues to the relevant teams
• Accurately log all interactions and service requests in Salesforce
• Handle customer enquiries, concerns and complaints with empathy and efficiency
• Collaborate with internal teams to ensure a smooth and timely resolution
• Contribute to improving service processes and outcomes
• Stay up to date with services, systems and internal processes

• Strong verbal communication and active listening skills
• The ability to stay calm and prioritise under pressure
• High attention to detail when capturing and documenting information
• Confidence using systems and technology (Salesforce experience is a plus)
• A professional, friendly and team-oriented approach

• Experience in a customer service or call centre environment