Customer Service Complaint Handling jobs

Join a team that's committed to helping seniors make confident choices.
At Keyton, we're proud to be one of Australia's leading owners, operators and developers of retirement communities. For more than 30 years, we've been creating vibrant communities where independent seniors can thrive, supported by people who genuinely care.
We're looking for a Customer Service Representative to join our team on a part-time basis. This is a fully remote, work-from-home opportunity, ideally based in Melbourne, offering the flexibility to work from home while supporting customers, residents and internal stakeholders across Australia. If you're a customer-focused professional who enjoys helping people, thrives in a fast-paced environment and has exceptional communication skills, we'd love to hear from you.
As you'll be the first point of contact for our customers and stakeholders, you'll need a professional home office environment with a reliable internet connection, suitable workspace and the ability to work independently while remaining connected with the team through virtual collaboration tools.

Schedule

30 hours per week:

• Monday 9.00am to 5.00pm
• Tuesday 9.00am to 5.00pm
• Wednesday 9.00am to 5.00pm
• Thursday 9.00am to 5.00pm

What You'll Do
As the voice of Keyton, you'll play an important role in delivering outstanding customer experiences and supporting our sales and resident services teams. Your responsibilities will include:

• Managing inbound enquiries via phone, email and online channels.
• Responding to customer enquiries within agreed service levels.
• Providing exceptional support and assistance to prospective residents, current residents and their families.
• Maintaining accurate customer information within Salesforce and other CRM systems.
• Managing event registrations and RSVPs for sales and marketing initiatives.
• Supporting the Resident Services Hotline and email enquiries, including handling complaints and compliments professionally.
• Conducting outbound customer calls as required.
• Assisting with database maintenance and data quality activities.
• Preparing enquiry and customer service reporting.
• Identifying trends, insights and opportunities to improve the customer experience.

What You'll Bring
You'll be someone who genuinely enjoys helping others and can confidently communicate with a wide range of people.

To be successful, you'll have:

• Previous experience in a customer service, contact centre, administration or similar role.
• Exceptional verbal and written communication skills.
• A suitable home office set-up, including reliable internet connectivity and a quiet, professional workspace to support a fully remote customer service environment.
• A proven track record of delivering outstanding customer service.
• Strong attention to detail and excellent data entry accuracy.
• Experience using CRM systems, with Salesforce experience highly regarded.
• Strong organisational and time management skills.
• The ability to manage multiple priorities while maintaining quality and professionalism.
• A proactive, positive attitude and willingness to contribute to team success.
• The ability to work both independently and collaboratively.

About Keyton
With over 65 villages across Australia, 15,000+ residents and 800+ passionate staff, Keyton is Australia’s leading owner and operator of retirement living communities. Leveraging over 30 years of experience, our teams work across the country in a variety of departments and business units, all share a common goal: We Lead with Heart, and we are committed to creating caring and fun-filled retirement communities.
Our purpose is to create places where communities thrive not only for our residents, but importantly, for our employees also. We do this by creating safe, secure and connected independent living communities where residents can enjoy active and social lifestyles, close to essential services and amenities.
Why You'll Love Working with Us
At Keyton, we believe in supporting our people both at work and beyond. That's why we offer a range of benefits designed to enhance your wellbeing, lifestyle and financial security, including:

• 4 Wellbeing Days each year - one paid day off per quarter to focus on what matters most to you.
• Fitness Passport membership - providing access to hundreds of fitness facilities for you and your family.
• Sonder wellbeing support - 24/7 access to health, safety and wellbeing resources and expert assistance.
• Discounted private health insurance to support your health and wellbeing goals.
• Preventative health initiatives, including annual skin checks and flu vaccinations.
• Exclusive employee discounts and special offers from a range of leading retailers and service providers.
• Salary packaging options, including additional superannuation contributions and the ability to purchase extra annual leave.
• Childcare rebate program to help support growing families.
• Novated leasing options to make financing your next vehicle more affordable.

And most importantly, you'll join a team that genuinely cares about its people and is committed to creating communities where both residents and employees can thrive.
Ready to Lead with Heart?!
If you're passionate about delivering exceptional customer service and enjoy helping people navigate important life decisions, we'd love to hear from you.
Apply now and take the next step in your customer service career with Keyton.
Please submit your resume and cover letter via the link below. In your cover letter, tell us what interests you about the Customer Service Representative opportunity and how your skills, experience and passion for customer service will help you succeed in the role.

Please note: The successful applicant will be required to receive an annual flu vaccination between the months of May-November, with supporting documentation prior to joining.

At Keyton we celebrate diversity and acknowledge that what makes us different makes us stronger. We engage, enable and empower our people and support their individual needs. Inclusion sets us all up for success. We therefore encourage you to apply for roles in our business, regardless of gender, gender identity, sexual orientation, disability, ethnicity, race, age, religion, social background.