Customer Engagement Consultant

Tunstall; Australia; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Free onsite gym and coffee machine

Team events and recognition

Wellbeing counselling (company-paid)

Job summary

Tunstall Australasia is seeking a Growth and Customer Engagement Consultant to deliver high-quality end-to-end customer service. You will support community, government, and direct clients, recommend suitable products, manage leads, and ensure a seamless onboarding experience for new and existing customers.

This full-time role with hybrid working opportunities offers the chance to contribute to client portfolio growth while delivering exceptional customer experiences during business hours.

Qualifications

• Demonstrate empathy and patience with clients and colleagues.
• Proven customer service or sales experience is essential.
• Excellent resilience and listening skills, with a positive attitude.

Responsibilities

• Serve as primary contact for product and service inquiries via phone and email.
• Guide clients through onboarding for new alarms and services.
• Respond to inquiries from new and existing clients promptly.
• Manage leads, follow up on opportunities, and support campaigns.
• Complete documentation and admin accurately.
• Recommend suitable products and explain their operation.
• Handle alarm-related inquiries for new customers.
• Troubleshoot non-urgent medical alarm inquiries.

Skills

Customer service

Sales experience

Empathy

Active listening

Team player

Decision making

CRM literacy

Communication

Tools

CRM software

Job description

Make a Real Difference - Every Day!

About us

As part of a global company, Tunstall is the market leader of telecare solutions. Tunstall's assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live safely in the place of their choice. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families with our emergency medical devices and 24/7 call centre support.

What there is

• That feel-good feeling to help people who need it

• Great training and onboarding into the team

• Amazing and supportive leaders

• Secure a full-time, 38-hour-per-week role that is worked during business hours - no weekend or evening work!

• Hybrid working opportunities for the right people who have suitable home equipment (once fully trained)

About the role

As a Growth and Customer Engagement Consultant, you will deliver high-quality end-to-end customer service, supporting community, government, and direct Tunstall clients. You will recommend suitable Tunstall products and services, manage leads, and ensure a seamless onboarding experience for new and existing customers.

Your role is key to providing an exceptional customer experience, maintaining accurate records, and supporting the growth of Tunstall's client portfolio.

Responsibilities

• Be a primary point of contact (via phone and email) for product and service enquiries

• Engage with clients and key stakeholders to provide end-to-end support to complete the onboarding process for new alarms

• Respond to new and current client telephone calls and online enquiries

• Manage assigned leads, follow up on opportunities, and support campaign initiatives

• Accurately complete all documentation and admin required

• Recommend the most suitable products, explaining how they work to existing and new clients

• Answer alarm enquiries for new customers

• Troubleshoot non-urgent medical alarm enquiries

The successful candidates will have:

• The ability to demonstrate empathy and patience, be an engaging 'people person'

• Proven experience in customer service or sales

• Excellent resilience and listening skills

• Ability to think on your feet and make decisions

• Computer-literate with the ability to pick up new systems quickly

• Superb phone manner and attention to detail with written communications

• Have a positive, team-player mindset

Why join Tunstall?

We offer a range of benefits to support your success and wellbeing:

• Competitive salary

• Free onsite gym and coffee machine

• Fun cultural team events and recognition

• Company-paid employee wellbeing counselling, plus perks and discounts

• Training opportunities in a performance-for-purpose company

• Free parking (onsite and nearby)

Diversity and Inclusion

At Tunstall, we're proud to champion diversity in backgrounds, experiences, and perspectives. We warmly welcome applications from Aboriginal and Torres Strait Islander peoples, as well as individuals across all communities, identities, abilities and lived experiences.

You need to have the appropriate Australian work eligibility rights, plus we make the onboarding process easy by covering the cost of required checks once you've got the role, including your Police Check and NDIS Worker Check.