Customer Support Officer

About Us: 

At Fosroc, we don’t just create construction solutions - we shape the skylines and infrastructure that define tomorrow. With over 30 years of expertise, we deliver cutting-edge technologies in concrete repair, waterproofing, and flooring for some of Australia and New Zealand’s most iconic projects. 

Fosroc is a licensed brand to Parchem Construction Supplies, which is part of the DuluxGroup. We believe our people are the foundation of our success. That’s why we offer more than a role - we offer growth, recognition, and a culture that thrives on collaboration and innovation. 

What You’ll Be Doing: 

As a Customer Support Officer, you will be the first point of contact for customers and consumers, managing enquiries and order requests via phone and email while delivering a positive end‑to‑end customer experience. You will enter and manage orders in line with service level agreements, support complaint resolution through effective troubleshooting and escalation, and maintain accurate CRM data to enable reporting and continuous improvement.

Working collaboratively with Sales, Marketing, Supply Chain and Laboratory teams, you will proactively identify opportunities to improve systems, processes and customer engagement, and actively promote a strong safety culture. This is a full‑time role requiring flexibility to work rotating shifts on a monthly roster, within operational hours of 7am to 6pm (7am to 7pm during daylight savings).

Our Benefits: 

• Up to $1,000 annually to cover private health extras gap costs 
• Exclusive discounts on DuluxGroup products and partner offers 
• Stay active anytime, anywhere through our partnership with Fitness Passport 
• 20 weeks paid parental leave (primary carers) and 2 weeks partner leave from day one 
• Market leading learning, development and career pathways 
• Access to our Wellbeing Hub and full EAP support 
• Recognition programs that celebrate your impact 

What We’re Looking for: 

• 2–3 years’ experience in a customer service or sales support role (preferred)
• Strong verbal and written communication skills with a professional, customer‑focused approach
• Proactive, solutions‑driven mindset with strong problem‑solving capability
• Ability to confidently manage complex customer enquiries and requests
• High level of computer literacy, with CRM and SAP experience highly regarded
• Strong attention to detail with the ability to meet deadlines and maintain accuracy
• Genuine passion for delivering a positive customer experience, with the ability to multitask, prioritise and adapt in a fast‑paced environment

 Why Join Us? 

Progressing your career with the DuluxGroup means being part of a network of over 8000 employees globally who believe in our purpose to ‘Imagine a Better Place’ 

With origins dating back to 1918, we are a leading marketer and manufacturer of iconic brands such as Dulux, Selleys, Cabots, Yates and B&D to name a few.  

By joining us, you will be a part of a long-term strategy to deliver profitable growth through brand leadership, innovation and customer intimacy. We are committed to internal mobility and growth while fostering an inclusive culture with flexible work options. 

If this sounds like an environment you would like to be a part of, please apply online!