Job Description

Customer Service Officer

BGIS is seeking an experienced Customer Service Officer to support our National Operations Centre, delivering critical after-hours support across a diverse national client portfolio. Reporting directly to the Team Leader, you will work collaboratively with clients, contractors, facilities teams, and internal stakeholders to coordinate maintenance requests, assist with urgent works, and ensure exceptional service delivery.

Supporting more than 40 client accounts across Australia, this role is ideal for someone who enjoys variety, thrives in a structured KPI-driven environment, and can confidently prioritise competing requests while maintaining a calm and professional approach.

The ideal candidate will be highly organised, customer-focused, adaptable, and comfortable working independently. You'll enjoy solving problems, managing multiple systems, and making sound decisions while supporting critical after-hours operations.

Key Responsibilities

• Respond to incoming client calls, emails, and service requests.
• Log, prioritise, and manage maintenance requests through CMMS platforms.
• Coordinate contractors, facilities teams, and service providers to ensure timely resolution of issues.
• Manage urgent and critical work requests in accordance with established processes and contractual requirements.
• Provide accurate updates to stakeholders regarding service requests and work order status.
• Maintain detailed records, customer information, and work order documentation.
• Monitor service delivery against KPIs and response time requirements.
• Support reporting activities and administrative tasks as required.
• Liaise with internal teams and service providers to assist with fault diagnosis and work allocation.
• Deliver exceptional customer service while maintaining compliance with BGIS systems, procedures, and policies.

Education, Experience & Skills

Essential:

• Previous experience working in a Customer Service Centre, Contact Centre, Helpdesk, or Service Coordination environment.
• Strong understanding of customer service principles and service delivery expectations.
• Experience engaging with internal and external stakeholders at multiple levels.
• Professional telephone manner with strong listening, questioning, and problem-solving skills.
• Excellent attention to detail and data accuracy.
• Strong keyboard, administration, and multitasking skills.
• Proficiency in Microsoft Office including Word, Excel, Outlook, and internet-based platforms.
• Experience using CMMS or service management systems.
• Ability to work autonomously and prioritise tasks effectively.
• Minimum EF SET Level B2 Upper Intermediate English proficiency.
• High School Certificate or equivalent.

Desirable:

• Certificate IV in Customer Service or a related qualification.
• Experience dispatching work orders within facilities management, maintenance, trade services, or property environments.
• Experience working within a KPI-driven operational environment.
• Exposure to after-hours service coordination environments.

Workplace Flexibility

To support your onboarding and development, this position will initially be based from our Adelaide CBD office, conveniently located close to public transport, cafés, and local amenities.

Following successful completion of training, the role offers the opportunity to work 100% remotely from home, while continuing to support a national portfolio through evening and weekend operations.

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. Recognised by WORK180 as a Top 5 Employer for career development opportunities. Career progression through secondments & internal mobility. Health perks including EAP, wellness programs & flu vaccinations.

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.

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