Customer Service Advisor

Plan Partners; City of Brisbane; Hybrid; AUD 52,000 - 64,000; Full time

Benefits offered by this job

Parental leave 12 weeks

Hybrid working

Wellbeing platform

Income protection

Employee share plan

Volunteer leave

Job summary

MMS is seeking a Customer Service Advisor in Brisbane to be the face of the MMS contact centre, delivering empathetic, first-contact resolution across phone and digital channels. You will manage customer records with accuracy and escalate only when needed.

The role requires experience in a busy call centre, resilience in a fast-paced environment, and a strong customer-first mindset. Hybrid working and comprehensive development opportunities are offered.

Qualifications

• Experience in a contact centre or customer service environment.
• Experience using multiple systems and maintaining documentation.
• Strong customer first mentality.
• Ability to work in a fast-paced environment.

Responsibilities

• Provide first contact resolution across inbound calls and digital channels.
• Identify standard enquiries from complex or high-risk matters, escalating where required.
• Maintain accurate customer records and case notes to support continuity, compliance and auditability.
• Provide clear and consistent communication, including outcomes, next steps and expected timeframes.

Skills

Customer service

Call centre

Multisystem

Resilience

Decision making

Tools

CRM systems

Job description

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.MMS Customer Service Advisor roles to be filled with the below starting dates:Brisbane:Start date: 26th October 2026 - RemServ Salary PackagingHere’s how you will make a difference in this role…As a Customer Service Advisor , this Call Centre role is where you are the face of MMS. Our contact centre provides personal and empathetic customer service to a broad range of clients across multiple platforms answering queries regarding Salary Packaging and Novated Leasing. You will deliver high-quality customer service within an inbound contact centre environment through real-time interactions across phone and digital channels.Within your role you will assist in resolving customer enquiries at first point of contact, balancing service, quality and productivity outcomes.At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:Provide first contact resolution across inbound calls and digital channelsIdentify standard enquiries from complex or high-risk matters, escalating where required.Maintain accurate customer records and case notes to support continuity, compliance and auditability.Provide clear and consistent communication, including outcomes, next steps and expected timeframes.Handle customer interactions in line with organisational standards, including de-escalating complaints and meeting performance expectations.To be considered for this role you will have:Experience in a contact centre or customer service environmentDemonstrated experience using multiple systems and maintaining documentation.A strong customer first mentalitySound judgement and the ability to make decisionsThe necessary resilience to work in a fast-paced environment.What we can offer you:· Strong culture and the support of a values-based recognition program· Novated leasing benefits and discounts· 12 weeks paid parental leave· Comprehensive learning and development opportunities to support your career growth· Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations· Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund· Exempt Employee Share Plan· Volunteer leave & Career break· MMS Rewards programEmbracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.· We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.· We value the skills and attributes veterans can bring to our organisation.· We embrace hybrid working and welcome conversations about flexibility.Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail]