Post Sales Support Officer (Customer Service)

About the role

As our Post Sales Support Officer (also known as an After Sales Support Officer), you are the first point of contact for our customers once their flooring has been supplied and installed. When something needs attention, you are the person who picks it up, takes ownership of it and sees it through to a resolution the customer is happy with.

This is a busy, varied role that blends customer service, problem solving and coordination. You will work closely with our Installation Managers, installers and store teams to turn customer concerns into resolved outcomes.

Based at our Osborne Park office, Monday to Friday, 8:00am to 4:30pm with a 30-minute unpaid lunch break.

Key responsibilities

• Act as the first point of contact for post sales enquiries, taking inbound calls from homeowners, builders, contractors and property managers

• Monitor, prioritise and triage incoming cases through our case management system within agreed response times

• Handle customer complaints with empathy and professionalism, keeping customers informed at every stage

• Respond to flooring product enquiries and provide clear, accurate information

• Manage warranty claims from lodgement through to resolution

• Conduct initial technical intake to understand reported flooring issues such as timber cupping, carpet seam separation or vinyl plank buckling

• Gather detailed documentation, photo evidence and site history to assess warranty, repair and remediation requests

• Schedule warranty inspections with customers and our installations team

• Coordinate and assign installers or service technicians for touch ups, repairs and replacements

• Track each case from first report through site visit, repair and final customer sign off

About you

• Two or more years in customer service, project coordination or service dispatch

• Strong conflict resolution skills and a calm, reassuring phone manner under pressure

• Excellent written and verbal English communication

• High proficiency with Microsoft Office and Microsoft Windows

• Genuine attention to detail and the ability to juggle competing priorities without dropping the ball

• A collaborative approach and a willingness to pick up the phone and sort things out

• Flooring, building materials or trade industry experience is highly regarded

• Working knowledge of residential and commercial flooring types (carpet, timber, hybrid, laminate, luxury vinyl plank, vinyl) and basic installation methods is highly regarded

• Experience with case management, helpdesk or CRM systems such as Zendesk, and with scheduling software is highly regarded

• Experience in a similar post sales, after sales or warranty focused role is highly regarded

About us

Trevors Carpets is a proudly Western Australian owned and operated family business, and one of the state's largest flooring suppliers. From a single store in 1977, we have grown to stores right across the Perth metropolitan area and regional WA, supplying and installing carpet, timber, hybrid, laminate, luxury vinyl plank and vinyl flooring for homes and commercial projects. Three generations of the same family have built this business on quality products, honest advice and looking after our customers properly.

Benefits

• A stable, family-owned WA business with almost five decades behind it

• Genuine Monday to Friday hours with no weekend or evening work

• A supportive team environment where your work has a direct impact on our customers' experience

• Immediate start available for the right person