Customer Service Representative (Phone-Based) — Australian Packaging Company

About us:
APAC Packaging Solutions is a fast-growing packaging supply company based in Brisbane, Australia. We supply 300+ cafes, restaurants, and takeaway shops with their weekly packaging, and produce custom printed packaging (branded cups, pizza boxes, bags) for clients across Australia. We're a small, tight team — this is our first dedicated customer service hire, and you'll be the friendly first voice of the company.

The role:
Answering inbound calls from Australian customers and new enquiries on our cloud phone system (JustCall)
Sorting each call: hot sales enquiries transferred to the owner, account matters to our account manager, simple questions handled by you using our knowledge base and scripts
Responding to missed calls and texts; logging every enquiry in our CRM ( ---------- )
Friendly follow-up calls and texts to leads and customers
Keeping the CRM clean — every call logged, nothing falls through the cracks
Full training provided — detailed scripts, a knowledge base, and call guides are ready and waiting. You just need a computer, quality headset, quiet workspace, and reliable internet.

Hours: Monday–Friday, 9:00am–6:00pm Brisbane time (AEST). No night shifts, no weekends.

What we're looking for:
Excellent spoken English — clear, warm, and natural on the phone. An Australian accent (or long experience serving Australian customers) is strongly preferred — our callers are Aussie shop owners and tradies, and it should feel easy and familiar when they ring us
Experience in phone-based customer service (Australian customers a big plus)
Warm, confident phone manner — our callers are busy people who appreciate friendly and quick
Organised and detail-focused — every call gets logged, nothing slips
Reliable internet, quiet home workspace, quality headset
CRM or cloud phone experience a plus ( ---------- / JustCall ideal, not required)

What we offer:
Competitive salary, paid on time every time [state your range]
Permanent, stable full-time role — we're building long-term and want someone who grows with us
Direct access to the business owners — no layers, your work matters here
A front-row seat in a fast-scaling business, not just a phone job

HOW TO APPLY — applications without a voice recording will not be considered:

Record a 1–2 minute voice message: introduce yourself, your customer service background, and answer this: "Thanks for calling APAC Packaging Solutions, this is [name] — how can I help you today? ... Oh no, I'm really sorry to hear the delivery hasn't turned up, especially right on the lunch rush. Let me sort that out for you straight away. Can I grab your business name and suburb? ... Beautiful, thank you. And just so you know, if you're ever after custom printed gear — branded coffee cups, pizza boxes, kebab bags, that sort of thing — we do all of that too, and we deliver right across Brisbane, Sydney and Melbourne. I'll get the team onto your delivery now, and someone will call you back within the hour. Thanks so much for your patience — have a good one!" Speak naturally, exactly as you'd answer our phone. (Use ---------- or attach an MP3.)

Put the word "KOALA" in the first line of your application.

Attach your CV and an internet speed test screenshot (speedtest.net).