Hunter Valley Glass & Windscreens is a well‑established, locally owned business that has been proudly serving the Hunter Valley community since 1982. Based in Singleton, we provide high‑quality glass, glazing, aluminium and windscreen services across residential, commercial, industrial, mining, and earthmoving sectors.
The Customer Support role is responsible for delivering high‑quality service by responding to inquiries, resolving issues, and ensuring a positive customer experience. The position involves direct interaction with customers across face‑to‑face, phone, and email channels, requiring empathy, professionalism, and clear communication.
You will contribute to the company's success by supporting customer needs efficiently and accurately.
Key Responsibilities
* Respond promptly and professionally to customer inquiries across all communication channels.
* Provide accurate information regarding products, services, policies, and procedures.
* Investigate and resolve customer concerns, ensuring satisfactory outcomes.
* Maintain strong knowledge of company products, services, and systems.
* Document all customer interactions within the job system.
* Escalate complex issues when required.
* Assist with order processing, including tracking, returns and credits.
* Collaborate with team members on efficient service delivery.
* Follow up with customers to confirm resolution and gather feedback.
* Stay informed about product updates and policy changes.
Additional Duties
You may be assigned additional tasks based on business priorities, including:
* Supporting special projects and process improvements.
* Participating in meetings, training, and development activities.
* Providing administration duties such as document preparation, filing, and data entry.
* Helping develop and update customer support resources (FAQs, guides, scripts).
* Managing urgent or escalated customer issues as needed.
Qualifications & Skills
* Passion for customer service; previous experience preferred but not essential.
* Strong verbal and written communication skills and a friendly, professional manner.
* Ability to manage difficult situations with patience and problem‑solving skills.
* Proficiency with customer service tools, job systems, and Microsoft Office.
* Excellent attention to detail and ability to work both independently and in a team.
* Customer‑focused mindset.
* Minimum 3 years experience in similar role.
Work Environment
Comprehensive training will be provided to equip you with the skills and knowledge needed for success, supported by experienced team members.
We offer a collaborative, inclusive, and customer‑focused work environment with ongoing development opportunities.
There will be opportunities to expand your responsibilities and take on additional challenges.