Customer Support Officer

Unlock a Brighter Future with MACSEYE! Make a real difference with MACSEYE as our Customer Support Officer supporting families, services, and school communities. You will work with internal stakeholders and staff to provide solutions, create positive experiences, and share information on enrolments, bookings, billing, processes, and more. This is a hybrid role with our office (currently East Melbourne, early 2027 in CBD), with a shift time of 6:30am - 2:30pm Monday - Friday. Why MACSEYE? 🌟 Make a real impact: you’ll play a pivotal role in shaping the lives of children and their families 🤝 Supportive team environment: you will collaborate with a passionate and friendly team dedicated to excellence 🚀 Growth and development: you have the opportunity to extend your experience and develop in a growing NFP Deliver exceptional service as the friendly first point of contact across phone, email, and digital channels Tackle enquiries, requests, and complaints with efficiency and care, seamlessly redirecting complex issues to the right team Act as a subject matter expert on the enrolment and booking process, supporting families and stakeholders with accurate information and guidance Maintain strong internal communication and documentation to support escalation and referrals Minimum 2 years' customer service experience in an inbound call environment, with CRM or digital platform experience preferred Strong IT proficiency, including Microsoft Suite, and a quick learner with adaptable problem-solving skills Exceptional communication, active listening, and interpersonal abilities to engage empathetically with enquirers Organised and detail-oriented, and able to thrive under pressure, meet deadlines, and handle changing environments with ease Collaborative team player with a commitment to MACSEYE’s purpose, culture, and stakeholder engagement What’s in it for you? Ongoing training: access continuous professional development and training Inclusive environment: thrive in a welcoming, supportive workplace Career advancement: explore opportunities for growth and advancement within our organisation About MACSEYE MACSEYE is a pioneering organisation dedicated to establishing a network of early childhood and school-aged care programs across Melbourne Archdiocese. Our mission is to support every child in their journey to reach their full potential through programs that focus on holistic development, identity, health, and well-being. Guided by principles of child-centered care, collaboration, lifelong learning, and evidence-based decision-making, we partner with schools, parishes, and communities to foster a connected and supportive environment for children and their families. Join us at MACSEYE, where every day is an opportunity to make a difference. As a child safe organisation, MACSEYE prioritises the safety, wellbeing and protection of children in our care. We require applicants to undergo relevant child safety screening prior to appointment and for all employees to adhere with our child safe practices. We welcome applications from people from all ages, genders, cultural and linguistic backgrounds, religious beliefs, Aboriginal and Torres Strait Islander peoples, and people with disabilities.