Introduction
About Orikan
Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.
Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.
Description
Why This Role Matters
Are you ready to step into a role where your expertise supports smooth, high‑performing customer service operations? Do you thrive in fast‑paced environments and enjoy helping others succeed? If so, we'd love to meet you
At Orikan, we're looking for a Lead Customer Service Operator (LCSO) to join our PayStay & ePermits team — someone who is proactive, supportive, and passionate about delivering exceptional service.
What You'll Be Doing
Operational Coordination
1. Monitor queue performance across PayStay & ePermits and alert the Team Leader of SLA risks.
2. Coordinate daily workflow, allocate tasks, and support simple redistribution of work.
3. Ensure adherence to schedules, break times, and roster expectations; escalate non-adherence trends.
4. Contribute updates and data for daily stand-ups, shift changes, and operational reporting.
Technical Support, Quality & Improvement
5. Act as the first internal escalation point for routine or moderately complex system troubleshooting (PayStay Admin Portal, ePermits).
6. Guide Operators on SOPs, decision pathways, and correct process steps.
7. Validate refund eligibility, identity checks, lockouts, and other process-related tasks before escalation.
8. Support accurate case notes and documentation.
9. Identify recurring errors, gaps, or common questions and provide insights to the Team Leader.
10. Assist with onboarding new team members and reinforce correct system usage.
11. Maintain up-to-date operational knowledge and contribute to updates of team guidance
Customer Service Support
12. Resolve enquiries escalated by Operators requiring deeper system review or additional verification.
13. Ensure responses align with council policies, client expectations, and internal SOPs.
14. Help resolve escalated or complex customer enquiries.
15. Escalate high-risk, sensitive, or policy-dependent matters to the Team Leader promptly.
Who You'll Work With
You'll collaborate closely with:
16. Team Leader – PayStay & ePermits
17. Customer Service Operators
18. Product Support
19. People & Culture
20. External Council partners (via structured escalation channels)
What Success Looks Like
21. Accurate and coaching driven support for Operators
22. Strong contribution to queue performance and SLA achievement
23. Clear, high-quality communication and documentation
24. Active involvement in quality, knowledge sharing, and improvement activities
Skills And Experiences
What You Bring
25. Demonstrated experience in customer service or a call centre environment
26. The ability to guide, support and coach others without formal authority
27. Demonstrated de escalation skills
28. Strong problem-solving, prioritisation, and analytical capability
29. Familiarity with digital platforms or case management systems
30. Excellent verbal and written communication skills
31. High attention to detail and strong organisational skills
32. A calm, proactive, supportive approach in fast-paced operational environments
33. A team-first mindset with a desire to improve processes and outcomes
Ready to Step Up?
If you're passionate about service quality, enjoy helping others succeed, and want to play a central role in supporting smooth daily operations, we'd love to hear from you.
Apply now and help shape the future of customer service delivery at Orikan.
Click Apply to be considered