Lead Customer Services Operator

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Introduction:
About Orikan

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.

Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.

Description:
Why This Role Matters

Are you ready to step into a role where your expertise supports smooth, high‑performing customer service operations? Do you thrive in fast‑paced environments and enjoy helping others succeed? If so, we’d love to meet you!

At Orikan, we’re looking for a Lead Customer Service Operator (LCSO) to join our PayStay & ePermits team — someone who is proactive, supportive, and passionate about delivering exceptional service.

What You’ll Be Doing

Operational Coordination

Monitor queue performance across PayStay & ePermits and alert the Team Leader of SLA risks.
Coordinate daily workflow, allocate tasks, and support simple redistribution of work.
Ensure adherence to schedules, break times, and roster expectations; escalate non-adherence trends.
Contribute updates and data for daily stand-ups, shift changes, and operational reporting.

Technical Support, Quality & Improvement

Act as the first internal escalation point for routine or moderately complex system troubleshooting (PayStay Admin Portal, ePermits).
Guide Operators on SOPs, decision pathways, and correct process steps.
Validate refund eligibility, identity checks, lockouts, and other process-related tasks before escalation.
Support accurate case notes and documentation.
Identify recurring errors, gaps, or common questions and provide insights to the Team Leader.
Assist with onboarding new team members and reinforce correct system usage.
Maintain up-to-date operational knowledge and contribute to updates of team guidance

Customer Service Support

Resolve enquiries escalated by Operators requiring deeper system review or additional verification.
Ensure responses align with council policies, client expectations, and internal SOPs.
Help resolve escalated or complex customer enquiries.
Escalate high-risk, sensitive, or policy-dependent matters to the Team Leader promptly.

Who You’ll Work With

You’ll collaborate closely with:
Team Leader – PayStay & ePermits
Customer Service Operators
Product Support
People & Culture
External Council partners (via structured escalation channels)

What Success Looks Like

Accurate and coaching driven support for Operators
Strong contribution to queue performance and SLA achievement
Clear, high-quality communication and documentation
Active involvement in quality, knowledge sharing, and improvement activities

Skills and Experiences:
What You Bring

Demonstrated experience in customer service or a call centre environment
The ability to guide, support and coach others without formal authority
Demonstrated de escalation skills
Strong problem-solving, prioritisation, and analytical capability
Familiarity with digital platforms or case management systems
Excellent verbal and written communication skills
High attention to detail and strong organisational skills
A calm, proactive, supportive approach in fast-paced operational environments
A team-first mindset with a desire to improve processes and outcomes

Ready to Step Up?

If you’re passionate about service quality, enjoy helping others succeed, and want to play a central role in supporting smooth daily operations, we’d love to hear from you.

Apply now and help shape the future of customer service delivery at Orikan.
Click Apply to be considered!