Customer Service Officer

The Company

Chervon Australia is an evolving business as a direct manufacturer in four key categories ranging from Power Tools and Outdoor Power Equipment in the Australian & New Zealand Hardware & Key Trade Industry. The organisation has a family feel to it where people innovate, collaborate and share a joint vision of 'Better Tools, Better World'. Within Chervon, 60% of our business sits within the Power Tools category ensuring constant innovation whilst pushing the boundaries of the R&D team based in China. The business continues to gain significant momentum of more recent times in the Outdoor Power Equipment (OPE) market delivering true innovation and market leading products with EGO Power Plus - the industry's first 56V Lithium-Ion Battery Outdoor Power Equipment system.

About the Role

This role plays a key part in delivering outstanding customer service and supporting the achievement of company service level targets. Working closely with the National Sales Team and Operations, you will provide end-to-end customer support via phone and email, confidently promote Chervon’s products and services, and resolve customer enquiries and issues by quickly identifying needs and delivering clear, practical solutions.

Key Responsibilities

• Deliver a high standard of customer service to ensure strong customer satisfaction

• Manage incoming calls and support emails efficiently, meeting agreed service and call time targets

• Provide an initial response to customer enquiries within 20 minutes of first contact, with regular follow-ups to keep customers informed

• Resolve customer queries accurately and in a timely manner

• Enter customer orders promptly and accurately, ensuring timely order processing

• Track orders and proactively communicate updates to customers

• Manage back orders and coordinate resolutions to minimise customer impact

• Open, update and maintain customer accounts, ensuring records are accurate and up to date

• Maintain and develop strong working relationships with customers, internal stakeholders and external partners

• Liaise with external parties including logistics providers and after-sales service partners

• Contribute to quality standards, continuous improvement initiatives and service excellence

What We're Looking For

• Proven ability to work independently, manage priorities, and meet deadlines

• Strong commitment to confidentiality and professionalism

• Proficient in MS Office; Oracle experience highly regarded

• Excellent verbal and written communication skills

• Demonstrated customer service capability with a sales-oriented mindset

• Highly developed interpersonal skills, including empathy and effective conflict resolution

• Strong problem analysis, problem-solving, and independent decision-making skills

• Ability to work under pressure in a fast-paced environment

• Flexible, adaptable, self-motivated, and proactive, with a strong sense of initiative

• Reliable team player with strong computer and technology proficiency

Attributes

• Exceptional communication skills

• Proven ability to negotiate effectively and achieve positive outcomes

• Skilled in prioritising tasks and consistently meeting deadlines

• Detail-oriented with a strong focus on follow-through and task completion

• Results-driven with a commitment to achieving objectives

What we offer

At Chervon Australia, we provide a supportive and collaborative work environment with opportunities for professional development and career growth. We offer a competitive salary, generous employee benefits and a focus on work-life balance. If you're looking to join a dynamic and growing organisation, we'd love to hear from you.

Apply now for this exciting opportunity to join the Chervon Australia team!

To apply

Should you wish to join a dynamic company with strong ‘People Values’ and believe you possess the necessary skills and attitude to succeed in this role, apply now and include a cover letter providing an overview about why this role would be perfect for you. 

Only short-listed applicants will be contacted.