Contact Centre Specialist

Talentpath; Brisbane; Híbrido; AUD 41.000 - 69.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual salary reviews

Hybrid work flexibility (4 days WFH)

Wellbeing programs

Parental leave & paid leave

Discounts on health insurance & grocer

Novated leasing

Descripción de la vacante

Talentpath is recruiting for a Contact Centre Specialist in Australia. The role involves handling high-volume inbound calls and emails with empathy, in a trauma-informed environment. You will guide clients through options, provide outcomes, and collaborate with internal teams.

The position offers a true hybrid setup: four days work from home and one day in the Brisbane CBD office, with a rotating schedule and comprehensive wellbeing programs.

Formación

• Demonstrated experience in a high volume contact centre or KPI driven environment.
• Trauma-informed environment experience is advantageous.
• Excellent communication skills, both verbal and written.

Responsabilidades

• Receive incoming calls and emails with empathy, patience and understanding.
• Guide clients through options and clearly advise outcomes.
• Listen actively, validate experiences and offer resources as needed.
• Remain calm and professional under pressure with empathy.
• Collaborate with internal teams to ensure timely client support.

Conocimientos

Empathy

Resilience

Active listening

Call control

Trauma-informed approach

Communication

Team collaboration

Descripción del empleo

Contact Centre Specialist | Up to $68,500 + super | WFH 4 Days | Start Date Monday 16th November.

This leading client focused law firm, is looking for people who understand that the journey through legal matters can be challenging and often emotional.

Unlike other law firms; they are a compassionate community dedicated to supporting individuals from all walks of life. With commitment to empathy, resilience, and diversity driving all that they do, they are seeking individuals who share these values to join the inbound contact centre team.

What's in it for you:

• Annual salary reviews.
• True hybrid flexibility once trained: 4 days WFH + 1 day in the Brisbane CBD office (close to public transport).
• Starting November 16th. Monday - Friday 7AM - 7PM monthly rotating roster.
• A supportive, wellbeing-focused culture with a strong internal support network around you.
• Award-winning health & wellness programs, plus access to an EAP when you need it.
• Paid parental leave and additional paid leave offerings.
• Genuine career development: ongoing training & development and real internal promotion opportunities.
• Practical, everyday perks including discounted health insurance and grocery discounts.
• Novated leasing options.

About the role:

Working in the personal injury contact centre, you will listen to, empathise with, and provide the assistance and guidance that clients need. The calls you'll handle may be traumatic, sensitive, or emotionally charged, so having a trauma-informed approach is crucial. We're looking for individuals who are not only resilient but also empathetic, willing to listen, open to diversity and have strong call control skills.

• Receive incoming calls and emails from clients with empathy, patience, and understanding.
• Have strong call control, guiding clients through available options and have the ability to confidently advise of decision outcomes.
• Listen actively to client concerns, validate their experiences, and offer resources as needed.
• Remain calm and composed under pressure, maintaining professionalism and empathy at all times.
• Collaborate with internal teams to ensure clients receive the support and assistance they need in a timely matter.

About you:

Demonstrated experience in a high volume contact centre or KPI driven environment will be highly valued in this role. You will also have:

• Previous experience in a trauma-informed environment is advantageous.
• Exceptional empathy, resilience, and ability to remain calm under pressure.
• Confidence in controlling conversations with experience in providing final decision outcomes.
• Strong active listening skills and willingness to provide support and guidance to individuals in distress.
• Openness to diversity and a commitment to treating every client with respect and dignity.
• Excellent communication skills, both verbal and written, with a focus on building rapport and trust.
• Ability to work collaboratively in a team environment and adapt to changing priorities.