Customer Service Agent

About NEXTDC

NEXTDC is helping shape Australia’s future in advanced technology by designing, constructing, and running highly efficient, next-generation data centres. The company serves both local and international businesses with modern infrastructure and operates as an ASX 100-listed technology business. It currently runs 16 data centres across 7 major Australian cities, with further expansion plans nationally and overseas.

The organisation places strong value on ongoing learning, development, collaboration, and innovation. Its purpose is to remain a leading customer-focused data centre services provider.

Where Cloud lives and AI thrives.

Role overview

As a Customer Service Agent, you will be the first professional point of contact for customers and visitors at the facility. You will support a positive experience through both reactive and proactive service, while also acting as the facility concierge by managing delivery coordination and maintaining accurate records.

Working hours: Monday to Friday, 7:00 am to 3:00 pm.

Customer service duties

• Welcome all visitors promptly and in a courteous, polished, and professional manner.
• Partner with internal teams across Australia to help deliver a smooth and consistent customer experience.
• Offer clear guidance and reliable support for customer requests and incidents.

Concierge and facility support

• Answer calls coming into the facility from both internal staff and external customers.
• Help organise customer and company events and activities held at the site.
• Carry out visitor site inductions with the Facilities team and scan the related induction documents.
• Check critical facility stock levels and restock items when needed.

Customer communication and resolution

• Respond to customers quickly and in a friendly manner across in-person, phone, email, and ticketing channels.
• Manage internal and external requests through the available systems, including email, phone, and face-to-face interaction.
• Resolve basic issues at first contact whenever possible, or route incidents to the correct resolution team.

Required qualifications and experience

• Strong customer service capability, both in person and over the phone.
• Well-developed verbal and written communication skills, along with strong interpersonal ability.
• Professional appearance and an efficient, well-organised approach.
• Good time management and the ability to handle multiple tasks at once.
• Ability to work independently while staying proactive, organised, and thorough.
• Comfortable using computers, including the MS Office suite.
• Excellent attention to detail, accuracy, and a structured, task-focused working style.
• Must be an Australian citizen due to security clearance requirements and eligible for NV1 clearance.
• At least 2 years of customer service experience is preferred.
• Experience in a service desk, call centre, or concierge setting is desirable.
• Experience with ticketing or service management systems is desirable.

Additional information

NEXTDC offers the chance to work alongside leaders in the field and contribute to a company that is growing rapidly within the AI and digital economy space. The business promotes an inclusive, diverse, and values-led culture, and provides good opportunities to build a long-term career as the organisation expands.

The company is committed to creating a workforce that reflects the communities in which it operates.

Location

Artarmon, New South Wales, Australia.