Customer Service Operator

V I S I O N............... What We Are Trying to Achieve

A thriving business working together to create a sustainable and vibrant future.

V A L U E S   …. Who We Are, What We Do

Our values drive how we go about our work, how we collaborate with our customers, suppliers and with each other. All staff and contractors are expected to demonstrate the values in how they work.

ValuesDriversPositive
We are positive and enthusiastic in how we work together.

Innovative and improving
We will try new ideas and aim to improve.

Accountable
We are accountable for what we do.

Genuine
Our actions will match our words.

Open
We are open and constructive in how we communicate and solve problems.

Respectful
We are always respectful to each other.

Supportive
We are supportive of each other.

MYLO Group - Leading Service Contractor

Established in 2019, MYLO Group has rapidly become a trusted partner for real estate agents across Victoria. The company specialise in property safety inspection services, including Smoke Alarm, Gas Safety, and Electrical Safety inspections, ensuring compliance with relevant regulations and delivering peace of mind to property owners and tenants alike.

As a Melbourne-based company, MYLO Group prides itself on being Australian-owned and operated. Backed by a team of highly trained professionals, the company is dedicated to delivering personalised and reliable services to meet the unique requirements of the real estate industry.

Since its inception, MYLO Group has built a reputation for excellence by forging strong relationships with its clients. This success is rooted in its commitment to high-quality standards, attention to detail, and a proactive approach to property safety. Each inspection is conducted with a thorough understanding of current compliance requirements, helping real estate agents maintain their portfolios with confidence.

Safety and quality are at the forefront of MYLO Group' operations. The company ensures strict adherence to safety protocols, maintains rigorous quality controls, and is adaptable to the diverse operational needs of its clients. By integrating seamlessly into its clients' processes and workflows, MYLO Group ensures a smooth and efficient service experience, reinforcing its position as a preferred partner in property safety inspections across Victoria.

PART B – Customer Service Operator 

POSITION OBJECTIVES

The objective of this position is to manage customer service processes while ensuring compliance with work health and safety standards and privacy regulations. The role focuses on delivering exceptional customer service, resolving scheduling issues, and maintaining clear communication with customers, technicians, and internal teams.

AREAS OF RESPONSIBILITY:

• Account Management

• Customer Service and Support

• Administration and Compliance

• Stakeholder and Team Communication 
  

Account Management:

• Coordinate and manage services for customers;

• Resolve issues with services booked and communicate changes to customers, property managers, and rental providers; and

• Liaise with bookings team about inspections. 

Customer Service and Support: 

• Provide exceptional customer service by addressing inquiries, booking amendments, or cancellations;

• Respond to customer enquiries by phone and email as required;

• Follow up with customers, property managers, and rental providers to ensure satisfaction; and

• Handle customer complaints diplomatically and escalate as necessary.

Administration and Compliance: 

• Accurately input and maintain information in the system to ensure asset details are up to date;

• Ensure compliance with work health and safety requirements and privacy laws; and

• Maintain organised filing of all relevant information and complete daily administrative tasks.

Stakeholder and Team Communication:

• Collaborate with technicians, the Sales & Logistics Manager, and Operations Manager to ensure efficient scheduling and operations.

• Build strong relationships with property managers to facilitate smooth collaboration.

• Maintain open communication with customer service teammates and other departments.

ORGANISATIONAL RELATIONSHIPS

Reports To:                 Customer Suess Team Leader (Victoria/NSW)

Internal Liaisons:         All Office staff

External Liaisons:    Clients, and Contractors

KNOWLEDGE SKILLS AND EXPERIENCE

• Strong organisational and time-management skills;

• Excellent communication and interpersonal skills to liaise with customers, technicians, and stakeholders;

• Problem-solving and conflict-resolution abilities to address scheduling issues and customer complaints;

• Attention to detail for accurate data entry, reporting, and record-keeping;

• Proficiency in using scheduling systems, CRM software, and other relevant tools;

• Understanding of work health and safety (WHS) requirements and regulations;

• Knowledge of privacy laws and their application to customer information management;

• Familiarity with property management and real estate processes, particularly inspections and services;

• Awareness of best practices in customer service and stakeholder communication;

• Previous experience in customer service or scheduling roles, preferably in property management or a similar industry;

• Demonstrated experience in handling customer complaints and resolving conflicts professionally;

• Experience in collaborating with teams across departments to meet operational objectives;

• Proven ability to streamline processes and improve efficiency in administrative or scheduling tasks;

• An understanding of Mylo Group objectives; and

• Microsoft Office Suite of programs.

INTERPERSONAL SKILLS

• Excellent time management skills; 

• Exceptional communication and presentation skills; 

• Able to solve problems collaborative to find effective solutions to issues that arise; 

• Eager to learn and seeking development opportunities;

• Being able to stay calm under pressure;

• Being accurate, efficient, and having a strong attention to detail;

• Being able to work autonomously as well as part of a team; and

• A self-motivated, empowering personality and character with definitive analytical skills.

OCCUPATIONAL HEALTH AND SAFETY

All employees have an obligation to comply with Mylo Group’ workplace health and safety policies, procedures and instructions to ensure a safe workplace.

To ensure a safe and healthy work environment for all employees, smoking is not permitted at any site or in any office.

NOTES

NOTE 1:       The successful applicant may be required to agree to a National Police Name Check (in accordance with our clients).

NOTE 2:      The successful applicant will work to include our organisational values as part of their skill set.