Customer Service Officer
Handle inbound customer queries on orders, billing and faults — the first voice customers hear, backed by clear escalation paths.
Order Management
Validate and track fixed-line, NBN and mobility orders.
Provisioning & Activations
Complete approved provisioning tasks and activations.
Service Delivery
Coordinate multi-service deliveries and customer handover.
Billing & Revenue Assurance
Reconcile carrier charges, usage and billing exceptions.
Faults & Customer Assurance (Front line)
Log, track and escalate faults and customer complaints.
Endpoint & Device Management
Keep customer endpoints enrolled, patched and compliant.
Telephony & Voice Support
Configure, troubleshoot and maintain hosted voice and telephony platforms.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Faster first-contact resolution and calmer customers — because most queries get answered on the first call instead of bouncing between departments.
What this role owns day to day
Core responsibilities
- Answer inbound customer queries on orders, billing and faults
- Provide status updates using order and ticketing systems
- Resolve simple queries directly; escalate complex cases cleanly
- Log every interaction accurately in the CRM
Works inside
Reported on weekly
| First-contact resolution | Queries resolved without transfer |
| Average handle time | Time per customer interaction |
| CSAT | Customer satisfaction on handled queries |
| Escalation quality | Completeness of handover notes |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times around carrier appointment windows and peak order volume.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour coverage on faults and urgent exceptions.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a query spans billing, an order and a fault all at once — it still gets handled end to end (or handed off cleanly with full context) instead of being bounced between queues.
What stays with your authorised staff
Uses approved scripts and systems; credits, compensation and binding commitments remain with authorised staff.
The market backdrop for customer service hires
job vacancies were recorded across Australia in May 2026 — 293,800 of them in the private sector.
Australian wage growth over the year to the March quarter 2026 (3.2% in the private sector), raising the cost of hiring locally.
of Australian customers surveyed wanted a 24/7 contact option — a service window most local-only teams can't cover alone.
Statistics checked in July 2026 from the Australian Bureau of Statistics and ServiceNow. See our Challenges We Solve page for full sourcing and context.
The same skillset, in industries that never call themselves "telco"
Strip away the carrier-specific tools and this role is a recognisable shape: manage an order or case through defined stages, reconcile exceptions, and communicate clearly against a deadline.
Doing this in-house with stretched staff, or paying a third party
- Customer queries compete with other operational work
- Hold times grow as call volume increases
- Handover between teams loses context
A dedicated customer service officer, outsourced to us
- One resource whose only job is your inbound queue
- Reports to your own ops or service manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Utilities & Energy Retail
Outage logging and regulated complaint handling are structurally the same function.
Ticketing · CRMMSPs & IT Resellers
Incident logging and SLA-bound updates are this same role under a different name.
PSA · monitoringInsurance & Financial Services
Regulated complaint-handling timeframes mirror ACMA-aligned obligations closely.
Claims/complaint systemsProperty & Facilities Management
Maintenance fault logging and tenant communication follow the same assurance loop.
Ticketing · CRMNo guessing what this role worked on. Full sample report on the Telecommunications page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Customer Service Officer
Ready to add this role to your team?
Tell us your inbound query volumes and current CRM — we'll shortlist candidates against your actual task list.