Position: Customer Service Officer

Location: Port Moresby

Employment Type: Full-time

ROLE OVERVIEW

The Customer Service Officer is the primary point of contact for TE PNG customers interacting with the service centre. This role manages inbound customer enquiries, job lodgements, and ongoing client communication throughout the service and installation lifecycle. The CSO ensures every client interaction is handled professionally, accurately, and with genuine care for the customer's experience.

KEY RESPONSIBILITIES

Customer Communication

• Handle all inbound customer enquiries — phone, email, and in-person — professionally and efficiently
• Lodge new service and installation requests accurately in Odoo
• Keep clients informed of job status, scheduling, and any changes throughout the job lifecycle
• Manage client expectations in line with agreed service timeframes

Job Management Support

• Create and update job records in Odoo accurately and promptly
• Coordinate with the Coordination team on job scheduling and technician availability
• Assist with invoicing, documentation, and close-out activities following job completion
• Prepare and issue job completion documentation and final invoices to clients

Issue Handling

• Handle straightforward customer complaints or service concerns professionally
• Escalate complex or unresolved issues to the Customer Service Supervisor promptly
• Follow up with customers to confirm resolution and satisfaction after issues are addressed

Administration

• Maintain accurate and complete customer and job records in Odoo
• Assist with service centre reporting and administration tasks as directed

Workshop & Stores Management

• Manage the workshop tool and sundries stores inventory, maintaining accurate stock records for all items issued and returned
• Administer the tooling sign-in and sign-out process, ensuring technician accountability for all tools issued and that items are returned in good order
• Monitor consumables and sundries stock levels, flagging low stock and coordinating replenishment as required
• Conduct periodic stores audits to verify inventory accuracy and identify discrepancies or losses

KEY ACCOUNTABILITIES

• Professional and timely handling of all customer enquiries and job lodgements
• Accurate and current job records in Odoo throughout the job lifecycle
• Client satisfaction through proactive communication and issue resolution
• Accurate preparation of job completion documentation and invoices
• Accurate tool and sundries inventory; all sign-in/sign-out transactions recorded, and tooling accounted for

COMPETENCIES

Core Competencies

• Customer empathy and professional communication
• Calm and effective approach to customer issues
• Organisation and attention to detail

Technical / Functional Competencies

• Job management and CRM systems (Odoo preferred)
• Written and verbal communication
• Basic invoicing and documentation processes

QUALIFICATIONS & EXPERIENCE

Essential

• Minimum 2 years' customer service experience, preferably in a service, technical, or trade environment
• Strong written and verbal communication skills
• Experience with job management or CRM software

Desirable

• Odoo experience
• Experience in a field service or technical customer service environment

How to Apply

Interested candidates are invited to compile and submit the following in one PDF File Format

• Application Letter
• Current Curriculum Vitae (CV)
• Copies of relevant qualifications and certificates
• Contact details of at least three referees

Applications should be emailed to [email protected] no later than Friday, 3^rd July 2026.

ONLY shortlisted candidates will be contacted.