Are you looking for a role where you can take things to the next level? We have an opening in our WA team. We are looking for a friendly and reliable Customer Service and Product Support Officer to join our WA team. This role is ideal for someone who enjoys helping customers, is confident communicating across different channels, and takes pride in delivering excellent service. You will be the first point of contact for Holman end-user customers, assisting with product enquiries, troubleshooting issues, and providing support across our Garden, Wi-Fi, and Lifestyle product range. You will work as part of a team in a fast-paced, often noisy environment. Full training provided. You will also play a part in improving the customer experience by using simple digital tools such as Zendesk, AI chat support, and online help resources. Confidence and understanding with WI-FI based products highly desirable. If you enjoy working in a supportive team and making a real difference for customers, we would love to hear from you. Reliance Worldwide Corporation (RWC) Plumbing Matters. We make it better. Our innovative products, built on a tradition of excellence, serve markets across plumbing, heating and construction to make our customers’ lives easier, while sustainably delivering unrivalled returns. We are publicly listed on the Australian stock exchange (ASX) with global headquarters in Atlanta, Georgia, USA, regional headquarters in Brisbane, Australia and London, UK. Our global family of trusted brands are committed to making a positive, lasting impact – we are better for our planet and better for our people. We operate in 45 facilities across 20 countries. We’re acquisitive and we’re laser focused on growth. In 2024 Holman industries joined the RWC brand powerhouse In Australia. The Holman innovative spirit is stronger than ever – bringing 66 years of heritage from the watering and gardening sector together with decade of plumbing expertise. Together, we’re constantly looking ahead at new applications and challenges, from sustainability to the changing needs of the modern built environment, to how we can continue to make lives easier and safer for the next generation. Our Culture We’re big enough to make a difference and small enough for each one of us to make an impact. Our culture encourages our people to think differently, challenge the status quo and shape the world around us. Our values drive how we work together, as one global team. We have something special here – not just what we do, but who we are. We're not afraid to try new things; we punch above our weight; and we move with speed. We embrace governance but reject bureaucracy or anything that slows us down. Our strategy ensures we provide a safe environment for our people, and we actively promote diversity and inclusion. Everyone at RWC makes a valuable contribution to our business. Sound like somewhere you could call home? Read on. About the role: Reporting to the National Customer Experience Manager the Customer Service-Product Support Officer is responsible for delivering exceptional support to Holman end-user customers across multiple channels. This role is pivotal in managing technical product enquiries, troubleshooting issues, and enhancing the customer journey using digital tools such as Zendesk, AI-powered chatbots, and knowledge base content. Whilst this role reports to the National Customer Experience Manager, we operate as one national team, so you will be part of a broader team of professionals. You will enjoy being innovative and thinking outside the box and be comfortable to respectfully challenge the norm. What you will need to do: Customer Support & Technical Assistance Provide a high quality of customer service to all our customers Respond to customer enquiries via phone, Zendesk tickets, and email Support and resolution for customer complaints Provide accurate technical advice on Holman products, particularly in watering and irrigation categories Troubleshoot product faults, including Wi‑Fi connectivity and app-related issues, and guide customers through solutions in a clear, empathetic manner Help maintain stock and parts ordering Dispatch customer orders and assist with general office administration as required Zendesk & Digital Support Tools Manage and respond to customer enquiries using Zendesk, ensuring clear, timely, and professional communication Help improve Zendesk processes, including workflows, templates, and automated responses Review chatbot performance and suggest improvements based on customer feedback and trends Write and update help articles, FAQs, and troubleshooting guides to empower customers with self-service options Cross-Functional Collaboration Liaise with the R&D, Brand, and Packaging Design teams to stay informed about new and evolving products Support the Sales and Field Teams with technical product information and customer insights Assist with order dispatches and delivery enquiries when required. Key Skills & Experience Proven experience in a customer support or technical support role, ideally in a product-based industry, Minimum 2-years’ experience. Comfortable using Zendesk or similar systems, along with Microsoft Office (Excel, Word, Outlook) Strong written communication skills for creating help articles and chatbot responses Experience with AI tools, chatbots, or online support systems is a plus Knowledge of plumbing, irrigation, or garden hardware is a strong advantage Ability to work collaboratively in a fast-paced, customer-focused environment Confidence and understanding with WI-FI based products highly desirable. APPLY NOW! Send your resume along with a cover letter telling us about yourself and why this role is the one for you.
