Customer Service Representative

Fibrenet is a fast-growing Australian telecommunications and technology business delivering high-speed internet and state-of-the-art technology solutions to residential, commercial and multi-tenant developments across Western Australia and the east coast.

We are a fast-paced, high-performing and close-knit team with a growing network footprint and a substantial pipeline of new projects ahead. As the business continues to scale, we are looking for a Level 1 Customer Service Representative to join our team and help deliver the high standard of service our customers expect.

This is not a scripted, high-volume call centre role.

You will be part of the team responsible for supporting our customers from our Osborne Park office, helping with new connections, service enquiries, basic technical troubleshooting and day-to-day customer support. You will work closely with our technical, operations and project teams, giving you exposure to the technology and infrastructure behind the services we deliver.

For someone who enjoys solving problems, speaking with customers and working in an environment where no two days are quite the same, this is an opportunity to build a career in telecommunications while being part of a growing Australian business.

We are looking for someone with a positive attitude, strong communication skills and a genuine willingness to learn. Telecommunications experience is helpful, but just as important is being reliable, switched on and committed to providing an excellent customer experience.

About the role

The Customer Service Representative Level 1 is responsible for providing timely, accurate and professional support to customers across Fibrenet’s retail service operations. The role handles customer enquiries, onboarding, activations, billing and account matters, basic technical fault triage and customer updates across both Interphone Pty Ltd and Fibrenet Broadband Pty Ltd.

This is a hands-on customer service role where the successful candidate is expected to actively manage phone calls, shared inboxes and ticket queues, document all actions clearly, resolve matters within Level 1 capability and escalate appropriately when specialist or senior support is required. The role includes field visits to end customers where required and mandatory participation in the (paid) after-hours on-call roster.

Key responsibilities

• Answer inbound customer calls and respond to shared customer service inboxes
• Manage assigned support tickets and customer requests
• Make outbound calls and send written updates to progress enquiries
• Respond to new customer and service availability enquiries and assist with customer onboarding, service orders and activations
• Respond to billing, payment and account enquiries and explain invoices, charges and account information clearly
• Gather accurate information about faults, complete approved first-level checks and troubleshooting steps, and escalate unresolved matters to senior or technical teams
• Create and update tickets promptly, record contact history, troubleshooting, decisions, commitments and outcomes
• Attend customer premises where remote resolution is not suitable and a field visit is required and authorised
• Use approved workflows, scripts, templates and knowledge-base articles
• Participate reliably in the mandatory after-hours on-call roster

About you

• Experience in a customer service, contact centre, telecommunications, internet service provider or technical support environment
• Strong written and verbal communication skills
• Confidence handling customer enquiries across phone, email and ticketing channels
• Basic technical aptitude and a methodical approach to fault triage
• Strong attention to detail and accurate data-entry and documentation skills
• Ability to prioritise competing tasks and follow through on commitments
• Ability to use customer, ticketing, billing and knowledge systems
• Sound judgement about when and how to escalate
• Current valid driver’s licence and ability to undertake field visits to customer premises as required
• Availability and capacity to participate in the mandatory after-hours on-call roster

Why join Fibrenet?

This is an opportunity to build your customer service and telecommunications experience inside a growing business where you can be close to the technology, the customers and the people delivering the service.

This is not a role where you simply answer calls and follow a script.

You w…