Job Description

Customer Support Representative (Multiple Rosters Available)

About Us:
Based in Brisbane, First Parking is revolutionising the parking industry with over 21 sites across Brisbane, Melbourne, and Sydney. Our team is unlike any other, fostering a supportive and dynamic environment where every individual feels valued. At First Parking, you'll have the chance to learn from the ground up, challenge yourself, and help us continually improve our business.

We are seeking a motivated and reliable Customer Support Representative to join our high-performing team in a fast-paced, operational environment. If you're ready to provide exceptional service and make a real impact, we want you on our team.

This role offers a high level of autonomy and responsibility, suited to individuals who are confident working independently and taking ownership of their work.

Roster Options:

The successful candidate will need to be comfortable working one of the following rosters:

Option 1: Weekday Rotating Roster

• Mon-Fri rotating roster with hours between 6 am and 9 pm (6 am-2:30 pm, 7 am-3:30 pm, 8 am-4:30 pm, 9 am-5:30 pm, 10 am-6:30 pm, 11 am-7:30 pm, 12:30 pm-9 pm)
• Weekends are required occasionally to cover leave – this is already factored into the salary and type of contract, no penalty rates or overtime. When a weekend shift is worked, they are provided with an RDO during the week
• Public Holidays required on rotation with the rest of the team. No penalty rates or overtime. They are provided with 2 days in lieu
• Shift worker contract with 5 weeks of annual leave

We pay above Award rates.
Option 2: Weekend-Focused Roster

• Wednesday-Friday: 12:30 pm-9 pm
• Saturday-Sunday: 9 am-5:30 pm / 8 am-4:30 pm depending on business requirements

This role requires the successful candidate to work from our CBD office.

What We Offer:

• Competitive remuneration package above Award
• Structured roster with days in lieu for weekends and public holidays
• 5 weeks annual leave (shift worker arrangement)
• Employee Assistance Program (EAP)
• Social club and team activities
• And much more

About the Role:

As a Customer Support Representative, you will:

• Provide outstanding customer service to ensure satisfaction at every step of the customer experience
• Answer inbound customer calls, intercoms, emails and online chats with professionalism and empathy
• Process online payments and refunds accurately and efficiently
• Liaise with internal and external stakeholders to resolve issues
• Conduct daily reporting and troubleshooting within the car parks
• Monitor car park CCTV for all states to establish/investigate operational issues.

You will need to:

• Demonstrate First Parking values: customer satisfaction, teamwork & collaboration, determination, daring to be different, and trust
• Have the ability to work independently in our CBD office and during nights/weekends
• Be a passionate, dynamic, resilient and self-motivated individual who thrives in a high-performing culture
• Be comfortable/confident working in a fast-paced operational environment
• Maintain excellent verbal and written communication skills
• Have exceptional attention to detail and time management skills, especially during peak call times
• Thrive autonomously and be a part of our team
• Have proficiency in computer technology and MS Office platforms
• Be a lateral thinker and have strong problem-solving skills while liaising with customers

Key Attributes:

• Good culture fit for the team
• Comfortable working independently, including weekend shifts where you may be rostered alone
• Ideally would have call centre experience, must have customer service experience or experience that shows they have worked in a process-driven/high-volume workplace
• Demonstrated stability in previous roles
• Previous experience in an office-based environment is preferred
• Positive, can-do attitude
• Resilient and able to multitask and work under pressure
• Able to work independently without close supervision
• Enjoys focusing on delivering strong outcomes within the role.

How to Apply

If this role aligns with your experience and you are comfortable with one of the roster options outlined above, please submit your application.