Customer Service Representative

About the role

Are you ready to be the friendly voice that makes our members/customers' day?  We're on the lookout for a passionate, problem-solving dynamo to become the first point of contact for our valued customers and our members!

As a key member of our team, you'll play a pivotal role in delivering top-notch service and building trust. Reporting to the Customer Service Centre Manager, this is your chance to shine while ensuring our customers enjoy an exceptional experience!

What you'll be doing

• Be the Voice of the Company – Handle inbound and outbound calls with ease, keeping our customers smiling.
• Keep It Organized – Log all calls with precision in our CRM system, ensuring nothing falls through the cracks.
• Solve Problems Fast – Minimize escalated calls and provide quick, effective solutions.
• Be a Pro – Respond to emails promptly, maintaining our high standards of service.
• Process with Precision – Handle credits, process orders, and efficiently manage service requests.
• Tech-Savvy Navigator – Switch seamlessly between systems to get the job done!
• Flexibility is Key – You’ll work within a rotating roster, ensuring support is always available.

You’re Likely a Match If You have

• Experience that Counts – Previous experience in a similar role will help you hit the ground running.
• Adaptability – Comfortable in a non-scripted environment, able to learn on the fly.
• Tech-Savvy – Proficient in multiple systems and MS Office (Excel, Word, PowerPoint).
• Communication Skills – Strong verbal and written skills that leave a lasting impression.
• Problem-Solving Pro – Quick on your feet and able to troubleshoot with ease.
• Focus on Details – You have a sharp eye for detail and always deliver with accuracy.
• Efficient & Organized – You know how to prioritize and work independently with minimal supervision.
• Team Player – You bring positive energy and adapt easily to new situations.
  Customer-Focused – You’re always striving to exceed expectations and make customers feel valued.

If you're someone who loves helping others, thrives in a fast-paced environment, and has a passion for problem-solving, then we want to hear from you!  Ready to make an impact?  Apply now and let’s make customer service excellence a reality together!

What’s on offer

We’re proud to offer a workplace that supports your well-being, growth, and belonging: 

🏖️ Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually 

📚 Career Growth: Endless learning and development opportunities 

👶 Parental Leave: 12 weeks of gender-neutral paid leave for primary carers 

🌈 Inclusive Culture: Bronze Employer for LGBTQ Inclusion 

⚖️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024–2025)  

🧠 Mental Health: Gold accreditation by Mental Health Australia 

🏡 Flexibility: Flex Ready and Family Friendly Workplace accredited 

About Us

At Total Tools & Hardware Group (Part of Metcash), we’re more than just a group of hardware and tool retailers — we’re a national network helping build stronger communities.

Backed by trusted brands like Mitre 10, Total Tools, and Home Timber & Hardware, TTHG supports independently owned, joint venture, and company-owned stores across Australia. With a strong focus on local ownership and expert advice, we give tradies, builders, and DIYers the edge they need to tackle any job — big or small. Whether it’s trade-quality tools from Total Tools or reliable hardware from Mitre 10 and HTH, TTHG is the powerhouse behind the stores that keep Australia building.

#INHT #LI-SC1