Customer Service Officer

Customer Service Officer – Parramatta Location: Parramatta, NSW Company: BGIS, Government Client Employment Type: Full-Time, Permanent, Hybrid (3 days Office, 2 days WFH or 60% Office Attendance across a month, Core Business Hours Salary: $65,000 + Superannuation 🌿 We acknowledge the Traditional Custodians of the land on which we work, and pay our respects to Elders past, present and emerging. About BGIS BGIS is a global leader in integrated facilities management, delivering innovative and sustainable solutions to clients across various industries. We pride ourselves on maintaining high standards of safety, efficiency, and operational excellence. Purpose of the Role BGIS is seeking an experienced Customer Service Officer to support the delivery of facilities management services across a large government portfolio that provides essential community services throughout New South Wales. Reporting directly to the Team Leader, you will work collaboratively with both client and BGIS teams to manage service requests, coordinate maintenance activities, provide customer support, and ensure timely responses to a wide range of operational enquiries. Working as part of the BGIS National Operations Centre network, you will be based on-site in Parramatta alongside a small local team while remaining closely connected to the broader National Operations Centre based in Adelaide. The ideal candidate will be customer-focused, highly organised, and comfortable managing a busy workload. You will enjoy helping people, building positive relationships, and ensuring requests are handled accurately and efficiently while maintaining a professional and approachable manner. 📞 Key Responsibilities Respond to incoming calls, emails, and service requests from clients and stakeholders. Log maintenance requests and work orders using CMMS platforms. Provide timely updates and communication regarding service requests and work progress. Coordinate with Facilities Managers, maintenance teams, and contractors to support service delivery outcomes. Maintain accurate customer and work order records within company systems. Assist with reporting, documentation, and administrative activities. Monitor and action customer requests within required service level timeframes. Liaise with technical teams to clarify maintenance requirements and support issue resolution. Support compliance with company procedures, quality standards, and contractual obligations. Foster positive relationships with clients, suppliers, contractors, and internal stakeholders. Education, Experience & Skills Essential: Previous experience in a customer service centre, contact centre, helpdesk, or service coordination environment. CEFR English proficiency level B2 or above Strong understanding of customer service principles and service delivery expectations. Demonstrated experience engaging with a wide range of internal and external stakeholders. Professional telephone manner with strong listening, communication, and problem-solving skills. High attention to detail and strong written communication skills. Strong keyboard skills with a focus on speed and accuracy. Proficiency in Microsoft Office, including Word, Excel, Outlook, and web-based systems. Ability to manage multiple priorities in a fast-paced environment. Experience using CMMS, maintenance management systems, or similar platforms. Desirable: Certificate IV in Customer Service or a related discipline. Experience within facilities management, maintenance, property, housing, government, or service-based environments. Experience dispatching maintenance works or coordinating trades and contractors. Familiarity with maintenance workflows and service request management processes. Workplace Flexibility To support your growth, this position will initially be based from a major government client site in Parramatta , conveniently located close to public transport, restaurants, and local amenities. Following onboarding and training, this role offers a flexible hybrid arrangement of 60% office attendance across a calendar month , allowing a mix of office and remote work arrangements that support both operational requirements and work-life balance. Why Join BGIS? Key Benefits Include: ✔ Spot recognition vouchers and $2,000 employee referral bonus. ✔ Access to Flare for discounts across retailers, energy, utilities & much more! ✔ Fitness Passport (access for you and your family to gyms and aquatic centres nationwide), employee discounts, and optional yearly paid flu vaccination vouchers. ✔ AFR Best Places to Work 2024 & 2025. ✔ Winner of Inspiring Workplaces Award 2025. ✔ Endorsed by Work180 as an employer of choice for women. ✔ Career progression through secondments & internal mobility. ✔ Health perks including EAP, wellness programs & flu vaccinations. ✔ Recognised by WORK180 as a Top 5 Employer for career development opportunities. How to Apply If you are a proactive, skilled, and engaging Customer Service Professional looking to join a forward-thinking company, we would love to hear from you! BGIS is an equal opportunity employer and we strongly encourage applications from women, Aboriginal and Torres Strait Islander peoples, LGBTQ+ individuals, and people from culturally diverse backgrounds . Eligibility To be successful in the role, applicants must have full working rights in Australia. Apply Now Be part of a workplace that values diversity, safety, sustainability, and continuous innovation. Explore more opportunities at https://apac.bgis.com