Customer Service Specialist Role:

We’re looking for a Customer Service Specialist to take ownership of how we engage with our customers, ensuring every interaction is handled with care, professionalism, and a drive for continuous improvement.

This is not a traditional support role. It is a key component for retention and growth, handling inquiries, resolving issues, and championing customer feedback internally to improve products and processes

We’re after someone who thrives in a fast-paced environment, enjoys problem-solving, and is excited about the opportunity to continually build and refine customer service.

What You’ll Do:

· Be a priority point of contact for customer requests, product enquiries, feedback, and complaints across multiple channels, including phone, email, website and colleague requests.

· Recommend products or services based on application and customers' needs.

· Provide details, pricing and training on recommended products or services.

· Offer additional products or services when applicable or required.

· Offer alternative products or services when applicable or required.

· Process orders and work with team members to ensure they are fulfilled as required.

· Provide required after-sales service and support.

· Champion the voice of the customer, identifying pain points and driving improvements across the business.

· Investigate and resolve customer issues, working closely with Team Members to find the best solutions.

· Partner with internal teams to proactively address potential customer challenges and ensure new initiatives are designed with customer success in mind.

· Educate and guide customers on how to get the most from our products, helping to ensure they benefit from the value added we can provide.

Core Responsibilities:

· Onboarding & Training: Guiding current and new customers to understand and effectively use our products and services.

· Relationship Management: Building strong, trust-based relationships with clients.

· Value Realisation: Helping customers see and achieve tangible results from the solution we provide.

· Issue Resolution: Proactively identifying and solving problems to prevent customer frustration.

· Advocacy: Representing customer needs and insights internally to product and sales teams.

· Retention & Growth: Ensuring renewals and identifying expansion opportunities.

Key Skills:

· Exceptional verbal and written communication skills over the phone and via email.

· Technical and product proficiencies.

· Mastery of the company’s operating software, Excel, Outlook, sales automation tools and virtual meeting platforms

· Interpersonal & relationship-building.

· Problem-solving & conflict resolution.

· Product knowledge & technical aptitude.

· Proactive & self-motivated.

What You Bring:

· Proven experience in a customer success, sales, service, or support role—ideally within a chemical dosing or technically driven business.

· A customer-first mindset with strong problem-solving skills and the ability to create solutions from scratch.

· Excellent written and verbal communication skills, with the ability to collaborate and influence across teams.

· A proactive approach, with the ability to identify opportunities for improvement and drive meaningful change.

· Experience using data and insights to improve customer experiences and inform business strategies.

· Strong organisational skills, with the ability to work autonomously and manage competing priorities in a fast-moving environment.

Bonus Points For:

· Experience working with chemical dosing systems

· Prior experience in sales

· Knowledge of MYOB

· Prior experience in Hospitality

Why You’ll Love It Here:

· The chance to shape and define customer success at Seko.

· A supportive and collaborative team that values innovation and continuous improvement.

· An opportunity to make a real impact—your insights and ideas will help shape the future of our customer experience.

If you’re passionate about delivering outstanding customer experiences and want to play a key role in building something great, we’d love to hear from you.

If this sounds like you, and you are up for a fresh challenge with a great company, send your CV and cover letter to accounts@totalds.com.au