Customer Service Representative (VIC)

About Nexigen Digital

We are Australia’s largest privately-owned group of online service providers, which includes brands such as VentraIP, Synergy Wholesale and Intaserve.

Every day, our all-Australian team delivers exceptional service and outstanding support to our 200,000+ customers who choose us for their domain names, website hosting and digital marketing.

Over the past fifteen years, we have been constant game-changers, industry innovators, award winners, and community leaders - and now is your chance to join our team.

Joining our Customer Service Team

Are you passionate about IT and looking for a stepping stone to kick-start your career in the IT sector? We are seeking enthusiastic individuals to join our dynamic front-line Customer Service Team.

In this pivotal role, you will be tasked with ensuring our customers continue to receive best-in-class service by providing timely and effective resolution to the issues they raise.

The position

• Efficiently triage inbound calls to direct customer inquiries to the appropriate team for timely resolution.
• Process and manage general customer-based billing tasks, including payments and invoice queries.
• Perform general corrections and updates related to domain names and registration details.
• Action and fulfil customer requests for account and service upgrades.
• Provide assistance and support for general hosting service enquiries.
• Manage and resolve customer account and billing enquiries across all communication channels, including phone, live chats, and emails.

The right person (is it you?)

As this is an entry-level position, previous experience is not a requirement, as we provide comprehensive training to successful candidates. Although previous experience is not required, a love and a good understanding of technology, and a knack for customer service will take you far.

To excel in this dynamic front-line role, you should possess:

• Enthusiasm for Technology: A genuine passion for I.T., whether your interest lies in cyber security, gaming, or PC building.
• A Dedication to Service: A positive attitude and commitment to delivering best-in-class service and timely, effective resolution of customer issues.
• Rapid Learning: The ability to absorb and quickly apply new information.
• Sharp Focus: Excellent attention to detail and efficient problem-solving skills.

Experience or knowledge of the following technologies will be highly regarded:

• Web Infrastructure: Familiarity with hosting control panels such as cPanel (WHM), and server environments including Linux (Alma 8).
• Networking and Protocols: Understanding of domain names, DNS, and key protocols like FTP, SSH, POP3, IMAP, and SMTP.

The Benefits of Working With the Nexigen Digital Team

Aside from being awarded “Employer of Choice” in the Australian Business Awards, we are often referred to as the Google of south-east Melbourne, thanks to our unique facilities and team culture, and a top-down mandate to take care of the people who take care of our customers.

Some of the complimentary perks include:

• A weekly selection of delicious meals prepared in our on-site kitchen for breakfast and lunch.
• A fully-stocked snack bar featuring an assortment of chips, chocolates, nuts, protein bars and fresh fruit.
• A drink fridge loaded with an assortment of soft drinks, juices and water.
• A fully equipped private gym with weekly on-site personal training sessions.
• A team wellness centre with a soundproof gaming stadium featuring an 85” 4K TV, racing car simulator, pinball machine, arcade machine, and air hockey table.
• An on-site salon where our resident barber and stylist provide free haircuts on a regular basis.
• Regular social events with your team and the whole company.
• And the best end-of-year celebrations of any company in our industry!

We actively encourage training and upskilling for personal development and will fund courses that have a beneficial impact on the business.

Please note that due to strict security requirements, the successful applicant will be required to complete a National Police Check as a condition of employment.