Customer Service Officer & Frontline Support & Operations Coordinator – Champion Adventure Retail Excellence at brighthush

Welcome to brighthush – Where Adventure Meets Service

brighthush is more than a retailer; it’s a lifestyle brand that fuels the wanderlust of Australians across the continent. For over twenty years, we’ve been the trusted source for caravan and RV accessories, delivering premium products that keep travellers safe, comfortable, and connected on the road. Our footprint spans a high‑traffic online store, a bustling showroom, and a nationwide wholesale network that partners with local businesses to bring adventure to every doorstep.

At brighthush, we believe that great service is the engine behind every successful journey. That’s why we treat every employee as part of the family, fostering a culture of collaboration, respect, and relentless customer focus. If you’re passionate about the outdoors, love helping people, and thrive in a fast‑moving environment, you’ll find a home here.

Why Choose brighthush?

When you join brighthush, you’re stepping into a community that lives and breathes adventure. We blend the stability of a well‑established brand with the agility of a tech‑savvy organization, giving you the best of both worlds.

• Transparent Career Pathways: We reward initiative and performance, offering clear routes to advancement.
• Work‑Life Balance: Flexible scheduling within Australian Eastern Standard Time, plus a culture that values personal time.
• Impactful Role: Your work directly shapes product development, customer experience, and operational excellence.
• Supportive Team: Celebrate wins together, learn from challenges, and grow side‑by‑side with peers.

Role Overview

We’re seeking an energetic, customer‑centric Customer Service Officer who will serve as the primary point of contact for all customer enquiries and the linchpin of our operations coordination. In this dual‑focused role, you’ll be the voice of brighthush, ensuring every interaction—whether via phone, email, live chat, or video—reflects our commitment to quality and responsiveness. You’ll also orchestrate workshop bookings, manage service appointments, and maintain seamless communication across our operations, workshop, and sales teams.

Key Responsibilities

Customer Communication & Enquiry Management

• Handle inbound phone calls, providing expert assistance with product queries, order status, and general support.
• Monitor and respond to emails in the shared inbox within agreed timeframes, maintaining a consistent, professional tone.
• Triage and route complex requests to the appropriate team members for swift resolution.
• Resolve customer questions and issues independently wherever possible, aiming for a high first‑contact resolution rate.
• Maintain clear, positive, and professional communication across all channels, embodying the brighthush brand voice.

Workshop Coordination & Scheduling

• Collaborate with the Office Manager to coordinate workshop bookings, ensuring accurate scheduling and optimal resource utilisation.
• Manage service appointments to prevent scheduling conflicts, booking errors, or missed dates, safeguarding customer satisfaction.
• Confirm booking details and communicate schedule updates directly with customers, providing a seamless experience from booking to completion.

Order Administration & Tracking

• Contact customers regarding stock availability, delivery updates, backorders, and product‑related matters, keeping them informed every step of the way.
• Accurately record customer interactions, notes, and booking details within internal business systems, ensuring data integrity and traceability.
• Track customer enquiries through to completion, maintaining high satisfaction standards and a clear audit trail.
• Utilise modern software platforms and AI productivity tools to draft and refine professional customer communications, enhancing efficiency and consistency.

Essential Qualifications

• Proven experience in customer service, contact centre, administration, or customer‑facing roles, preferably in a fast‑paced environment.
• High proficiency in spoken and written English, with a clear, confident telephone manner that resonates with Australian customers.
• Natural ability to build rapport and communicate effectively, turning first‑time callers into loyal advocates.
• Strong organisational skills, with the capacity to manage multiple tasks and prioritise efficiently under tight deadlines.
• High attention to detail when managing customer records, bookings, and correspondence, ensuring accuracy and compliance.
• Competent computer skills and a demonstrated ability to learn new cloud‑based software platforms quickly.
• Sound problem‑solving abilities and a calm, solution‑oriented mindset in a busy, dynamic environment.

Preferred Qualifications & Nice‑to‑Have Skills

• Prior experience in the caravan, RV, automotive, or retail sectors, providing industry‑specific insight.
• Hands‑on experience with brighthush or similar e‑commerce platforms, enabling a deeper understanding of the online sales cycle.
• Familiarity with freight booking and courier dispatch platforms, enhancing end‑to‑end order fulfilment knowledge.
• Experience managing shared email inboxes, CRM platforms, or workshop scheduling tools, demonstrating advanced organisational capabilities.
• Practical experience using AI tools such as Claude or Microsoft Copilot to assist with written communication, showcasing a forward‑thinking mindset.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine passion for helping people and a commitment to exceeding expectations.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Technical Proficiency: Comfortable navigating CRM systems, scheduling software, and AI‑enhanced tools.
• Problem‑Solving: Ability to analyse issues, identify root causes, and implement effective solutions quickly.
• Adaptability: Thrive in a changing environment, juggling shifting priorities with ease.
• Team Collaboration: Work seamlessly with operations, workshop, and sales teams to deliver a unified customer experience.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Officer, you will:

• Gain exposure to cross‑functional teams, including sales, operations, and marketing, broadening your skill set.
• Participate in ongoing training programs focused on customer experience, product knowledge, and emerging technologies.
• Have the opportunity to transition into roles such as Customer Experience Manager, Operations Coordinator, or even Product Development, depending on your interests and performance.
• Benefit from mentorship programmes that pair you with senior leaders, accelerating your professional growth.

Work Environment & Company Culture

brighthush offers a vibrant, family‑first workplace culture that values collaboration, respect, and innovation. Even though this role is fully remote, you will be part of a tight‑knit team that celebrates successes, shares knowledge, and supports each other through challenges. We encourage a healthy work‑life balance, flexible scheduling within Australian Eastern Standard Time business hours, and a culture that rewards initiative and creativity.

Compensation, Perks, and Benefits

• Competitive Salary: Market‑aligned remuneration commensurate with experience and performance.
• Permanent Work‑From‑Home Setup: All the tools and support you need to work effectively from your home office.
• Full‑Time Position: 40 hours per week, with a clear structure and defined expectations.
• Annual Leave: Generous paid time off to recharge and enjoy the great Australian outdoors.
• 13‑Month Pay: An extra month’s salary each year, recognising your contributions to our success.
• Government‑Mandated Benefits: Superannuation, public holidays, and other statutory entitlements.
• Health & Wellness: Access to a staff‑only health management organisation for comprehensive care.
• Professional Development: Company‑sponsored courses, certifications, and conference attendance to keep you at the cutting edge.

How to Apply

Ready to join a team that values your expertise and offers a platform for growth? Click the link below to submit your application and become part of the brighthush family.

Apply to this job

Closing Statement

At brighthush, we’re more than a company—we’re a community of passionate individuals who love the outdoors and are dedicated to delivering exceptional service. If you thrive in a dynamic, customer‑focused environment and are eager to make a tangible impact, we would love to hear from you. Join us and help shape the next chapter of adventure for Australians everywhere.